Bank of America adds generative AI to EricaAssist for customer-service staff

On July 21, 2026 Bank of America said it had upgraded EricaAssist, its AI agent for customer-service representatives, with generative AI that summarizes why a client is calling and suggests next steps during the call. More than 18,000 employees use the tool, and the bank says it cuts average call times by nearly one minute per interaction. The bank plans to extend the tool to more servicing scenarios and business lines later in 2026.

• More than 18,000 employees use EricaAssist
• Gen AI guidance delivered in under three seconds, according to the bank
• Average call time reduced by nearly one minute per interaction, per the bank
• Expansion to more servicing scenarios and business lines planned for later in 2026