Bank of America Deploys Generative AI to Cut Call Times for 18,000 Customer Service Reps

Bank of America has expanded its internal AI capabilities with enhancements to EricaAssist, a human-assisted AI agent that works alongside customer service representatives during client calls. The upgrades, announced July 21, 2026, use generative AI to surface relevant insights in under three seconds without interrupting conversations in progress.

EricaAssist is used by more than 18,000 of the bank's customer service employees. According to Bank of America, the tool reduces average call times by nearly one minute, allowing representatives to focus on the client while AI handles real-time information retrieval.

Key Takeaways

• Generative AI delivers relevant context in under 3 seconds during live calls without interrupting the employee
• Used by 18,000+ reps and reduces average call time by nearly one minute
• Bank of America keeps humans at the center: "By combining human judgment with real-time AI guidance, we're helping employees navigate complex topics more easily" (Ashley Ross, Head of Consumer Client Experience)

This rollout reflects a broader pattern in financial services. A PYMNTS Intelligence report found that financial services and insurance firms are leading enterprise AI adoption, with the most common deployments in structured, auditable back-office functions. Customer-facing AI tools remain comparatively underdeveloped across the industry, making Bank of America's move notable.

Read the full article on PYMNTS