
The story of Erica, Bank of America’s homegrown digital assistant
Tearsheet Podcast: Exploring Financial Services Together
The Evolution of Erica: Banking on AI
This chapter examines the development and expansion of Erica, Bank of America's digital assistant, detailing its transition from a consumer banking tool to an asset for internal organizational processes. It highlights the integration of cutting-edge technologies like natural language understanding and generative AI, showcasing their impact on user experience and operational efficiency. The discussion also addresses the challenges and strategic decisions made to enhance Erica's functionality, emphasizing the importance of balancing automation with human support.
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