Latest / Tearsheet Podcast: Exploring Financial Services Together
The story of Erica, Bank of America’s homegrown digital assistant
Banking digital assistants may be common now, but in 2017, Bank of America was one of the first to be thinking about how they make the firm’s customer experience more powerful. The answer was an in-house build of a digital assistant that required the firm to hire PhDs in linguistics and build a collaboration structure that could facilitate teams from different departments. In 2024, BofA clients interacted with Erica 676 million times bringing its total interactions since its launch in 2018 to 2.5 billion. On the show today, Hari Gopalkrishnan, who leads Bank of America’s Consumer, Business &…
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