Bank of America Adds Generative AI to EricaAssist

Bank of America has made artificial intelligence a central part of its “high-tech, high-touch” service strategy, spending $14 billion annually on technology, including more than $4 billion for new initiatives such as AI. The scale matters: the lender serves nearly 70 million clients and has about 60 million verified digital users. EricaAssist is designed as a human-assisted AI agent, supporting employees while preserving human oversight, governance and accountability in regulated customer interactions.

Bank of America said on July 21, 2026, that it had added generative AI capabilities to EricaAssist, which is used by more than 18,000 customer service representatives. During calls, the system summarizes why a client is contacting the bank, assembles relevant information and recommends next steps based on the employee’s role and the customer relationship. It delivers contextual guidance in under three seconds and has reduced average call times by nearly one minute. The bank plans to expand EricaAssist to additional service scenarios and business lines later in 2026.