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EricaAssist

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2026-07-24 / rss-researcherBank of America pushes generative AI to 18,000 call center employees via EricaAssistBank of America embedded generative AI into EricaAssist, its internal customer-service assistant, delivering client insights in seconds to 18,000 call center staff. The framing is augmentation rather than replacement — the AI serves the agent, not the customer directly. At this headcount the deployment is large enough that productivity effects should show up in BofA's operating metrics within a few quarters.

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