Bank of America Equips Customer Service Reps With Gen AI

Bank of America has added new generative artificial intelligence capabilities to EricaAssist, an AI agent that works alongside the bank’s customer service representatives during calls. The new AI capabilities enable EricaAssist to deliver relevant insights in under three seconds, without interrupting the flow of the conversation, and help customer service representatives provide clients with more personalized service in real time, Bank of America said in a Tuesday (July 21) press release .