Bank of America’s virtual assistant Erica has quietly become one of the most trusted financial helpers in the world. Since launching in 2018, Erica has supported nearly 50 million clients, handled over 3 billion conversations, and now averages more than 58 million interactions every month.
What makes Erica stand out is not just speed or convenience but how it helps people feel more in control of their money. Whether it’s reminding clients of upcoming bills, alerting them to trending balances, unlocking cash-back deals, or helping them plan for retirement, Erica has become a financial partner in daily life.
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Hari Gopalkrishnan, Bank of America’s Chief Technology & Information Officer, explained:
“Erica has been learning from our clients for many years. Our investments in AI show our commitment to delivering real value through innovation.”
Some key highlights of Erica’s impact:
Delivered 1.7 billion proactive insights like spending alerts and reward eligibility.
Provided guidance on 50+ investment topics, helping clients make smarter financial decisions.
Saved customers 18.7 million hours by cutting routine calls and giving instant answers.
Improved customer satisfaction with 98% of users finding what they need right away.
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It’s not just retail customers benefiting. Advisors, businesses, and even employees now rely on Erica. Tools like askMERRILL, askPRIVATEBANK, and CashPro Chat have transformed how wealth managers and companies connect with clients—while Erica for Employees has reduced IT support calls by half.
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Recognized as the Best Virtual Assistant in North America, Erica is proof that AI isn’t here to replace human service—it’s here to make it smarter, faster, and more personal. And with new personalized insights on the horizon, Erica’s next chapter looks even more impactful.
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