Bank of America’s deep investment in artificial intelligence is transforming how its 213,000 employees work and serve clients across the globe. With AI now embedded across business lines—from operations and technology to training and client service—the bank is seeing measurable gains in efficiency, engagement, and growth.
“Our use of AI at scale and around the world enables us to further enhance our capabilities, improve employee productivity and client service, and drive business growth,” said Aditya Bhasin, Chief Technology & Information Officer.
Smarter tools, stronger teams
One of the most visible examples of the bank’s AI strategy is Erica, the AI-powered virtual assistant launched in 2018. It has since supported more than 2.5 billion client interactions. Internally, Erica for Employees has been a game-changer, adopted by over 90% of staff and reducing IT help desk calls by more than 50%.
Additional AI tools—ask MERRILL and ask Private Banking—help teams quickly access key insights and connect with specialists, improving the quality and speed of client interactions. In 2024 alone, these tools handled over 23 million queries.
AI in action: From training to trading
AI is also helping employees build skills and improve service. Through Bank of America’s Academy, staff completed over 1 million interactive training simulations last year using AI-powered conversation tools.
Meanwhile, developers are using GenAI to boost coding efficiency by 20%, and sales teams are using AI to create meeting materials in less time, freeing up thousands of hours annually for client engagement. A proprietary GenAI tool even summarizes client call recordings, increasing call center productivity and insight.
With over 1,200 AI-focused patents and $4 billion earmarked for new tech in 2025, Bank of America continues to lead the way in smart, scalable innovation.
