Finance / Banking
Bank of America: Real time guidance for customer service representatives during client calls
- Company
- Bank of America
- Country
- United States
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
Customer service representatives at Bank of America have to work out why a client is calling, gather the information they need and decide on next steps while the call is still in progress. The bank said it enhanced EricaAssist to keep improving how employees find and deliver personalized guidance and to resolve client needs faster. Ashley Ross, Head of Consumer Client Experience and Business Transformation, said that adding real time AI guidance to human judgment helps employees handle complex topics more easily and serve clients more effectively.
Technology and data
EricaAssist is a tool the bank describes as a human-assisted AI agent, and it works alongside employees during service calls. Customer service representatives use its generative AI capabilities to summarize why a client is calling, pull together relevant information and receive recommended next steps that fit the employee's role and the client's relationship with the bank. This happens without interrupting the flow of the conversation. The bank explained that because relevant guidance is summarized and surfaced in real time, employees can focus on listening to and understanding clients and explaining solutions. Employees make the decisions and the AI supports them. The bank said all outcomes are subject to human oversight, transparency and accountability. It explained that employees are responsible for making sure clients receive thoughtful guidance, and that the AI operates within established governance and oversight.
Results
The bank said more than 18,000 customer service representatives use EricaAssist and that the new generative AI capabilities deliver contextual guidance in under three seconds. It also said EricaAssist reduces average call time by nearly one minute per interaction. Tom Ellis, Chief Information Officer and Head of Consumer Technology, said the technology helps employees deliver relevant insights in seconds while operating with strong governance, transparency and accountability.
Limits and open questions
The source does not state the period over which the call time reduction was measured, the comparison baseline or the model used, and extending the tool to other servicing scenarios and business lines is a plan for 2026. No adoption month is given, so the record is ordered by the publication date.
Sources
- Bank of America Enhances EricaAssist with Generative AI to Help Employees Resolve Client Needs Fasternewsroom.bankofamerica.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.