Erica, which was launched in 2018, garnered 1 billion client interactions and has helped 32 million users. Bank of America expects Erica, early next year, to connect clients to banking agents regarding new products and services, such as mortgages, credit cards and deposit accounts.
The pandemic saw a growing number of older customers use digital banking tools, including Erica, Gopalkrishnan said. The bank now wants to build on enhanced adoption by improving the flow of transactions, including the seamless handoff from Erica to human agents and vice versa.
