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Generative artificial intelligence capabilities added to Bank of America's EricaAssist, an AI agent built to aid employees in their interactions with customers, now allow it to make recommendations in real time, the bank said Tuesday.
The Charlotte, North Carolina-based lender said the enhancements will provide personalized guidance within a few seconds, addressing customer needs more quickly.
"It's really about helping our employees better serve the clients and do it more efficiently and effectively," said Ashley Ross, head of consumer client experience and business transformation at BofA, in an interview. "Anything that makes the engagement smoother for our clients and our ****** ociates is a win."
While Erica is BofA's customer-facing AI-powered virtual ****** istant, EricaAssist is used by about 18,000 bank customer service employees as they interact with clients.
#employees #clients
Generative artificial intelligence capabilities added to Bank of America's EricaAssist, an AI agent built to aid employees in their interactions with customers, now allow it to make recommendations in real time, the bank said Tuesday.
The Charlotte, North Carolina-based lender said the enhancements will provide personalized guidance within a few seconds, addressing customer needs more quickly.
"It's really about helping our employees better serve the clients and do it more efficiently and effectively," said Ashley Ross, head of consumer client experience and business transformation at BofA, in an interview. "Anything that makes the engagement smoother for our clients and our ****** ociates is a win."
While Erica is BofA's customer-facing AI-powered virtual ****** istant, EricaAssist is used by about 18,000 bank customer service employees as they interact with clients.
#employees #clients
24 days ago
