Bank of America Adds Generative AI to EricaAssist, Cutting Call Times by Nearly One Minute

Bank of America has announced new generative AI capabilities for EricaAssist, the AI-assisted tool used by more than 18,000 customer service representatives. The enhancements deliver contextual guidance in under three seconds during live client calls, helping employees resolve issues faster while keeping the human representative at the center of each interaction.

EricaAssist works alongside employees during calls, surfacing relevant guidance in real time so representatives can focus on listening to clients, explaining solutions, and building relationships. According to Bank of America, the upgrade reduces average call times by nearly one minute per interaction, a measurable improvement in both efficiency and customer experience.

Key Takeaways

• The new generative AI capabilities provide employees with real-time insight delivery in under three seconds, improving response accuracy without removing human judgment from the conversation.
• More than 18,000 customer service representatives now use EricaAssist as part of their daily workflow, making this one of the larger generative AI deployments in enterprise customer service.
• Bank of America describes its approach as high tech, high touch, combining AI-generated guidance with human decision-making rather than replacing representatives with automation.

Ashley Ross, Head of Consumer Client Experience and Business Transformation at Bank of America, said: "By combining human judgment with real-time AI guidance, we're helping employees navigate complex client needs while delivering more personalised service."

Read the full article on Bank of America Newsroom