Bank of America pushes generative AI to 18,000 call center employees via EricaAssist

Finextra·medium signal

Bank 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.