Bank of America . Banking
Erica virtual financial assistant
Scaled
Pilot
Production
Scaled
Killed
surpassing 3 billion client interactionsFrom the source, 2025-08-20
What happened
Bank of America launched Erica, its virtual financial assistant, in 2018. In August 2025 the bank said Erica had assisted nearly 50 million users, passed 3 billion client interactions and was averaging more than 58 million interactions a month. The bank says more than 98% of users find the information they need, which reduces call center volume.
Sources
- Company
- Bank of America
- Industry
- Banking
- Vendor / platform
- Not stated in source
- Type
- Customer-facing agent
- Status
- Scaled
- Evidence date
- 2025-08-20
- Source
- https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/08/a-decade-of-ai-innovation--bofa-s-virtual-assistant-erica-surpas.html
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.