Bank of America has announced it has upgraded its EricaAssist AI platform with generative AI capabilities to help customer service staff resolve client queries more quickly.

Bank of America said the enhancements, which provides contextual guidance in under three seconds, reduce average call times by nearly one minute per interaction while allowing employees to focus on listening to customers and explaining solutions.

Over 18,000 customer service representatives already use EricaAssist during client conversations, the bank said, and it expects that the new features will help employees access relevant information and recommend next steps without interrupting the conversation.

The tool summarises the reason for a customer's call, brings together relevant account information, and suggests actions based on the employee's role and the customer's relationship with the bank.

Ashley Ross, head of consumer client experience and business transformation at Bank of America, said the technology supports the bank's “high-tech, high-touch” approach to customer service.

“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,” she said.

The bank plans to expand EricaAssist later this year to support additional customer service scenarios and business lines.

The announcement forms part of Bank of America's wider investment in AI and digital technology. The bank said it spends around $14 billion annually on technology, with more than
$4 billion allocated to new initiatives, including AI.

Bank of America stressed its AI strategy combines automation with human oversight, with employees remaining responsible for decision-making and customer interactions.

The bank said EricaAssist is designed to support employees rather than replace them, helping improve operational efficiency while maintaining personalised customer service.

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