Bank of America Deploys Generative AI in EricaAssist to Support 18,000 Customer Service Reps

Bank of America is using generative AI to make 18,000 customer service representatives faster and more effective — without removing them from the equation.

The bank announced enhancements to EricaAssist, an AI agent that works alongside employees during live client calls. The updated system uses generative AI to summarize why a client is calling, pull together relevant account information, and recommend next steps based on the employee's role and the client's relationship with the bank — all in real time, without interrupting the conversation.

Key Takeaways

• 18,000+ customer service reps use EricaAssist daily.
• GenAI now summarizes calls and surfaces next-step recommendations in seconds, customized by role and client relationship.
• Bank of America spends $14 billion annually on technology, with $4 billion directed to new initiatives including AI.
• Plans to expand EricaAssist to additional servicing scenarios and business lines later in 2026.

"By combining human judgment with real-time AI guidance, we're helping employees navigate complex topics more easily and serve clients more effectively in the moments that matter most," said Ashley Ross, Head of Consumer Client Experience and Business Transformation.

Tom Ellis, Chief Information Officer, emphasized the governance layer: the system operates "with strong governance, transparency, and accountability."

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