Tearsheet Podcast: Exploring Financial Services Together cover image

The story of Erica, Bank of America’s homegrown digital assistant

Tearsheet Podcast: Exploring Financial Services Together

CHAPTER

Balancing Functionality and Personality in Digital Assistants

This chapter explores the creation of a financial institution's digital assistant, emphasizing the necessity of a unified tone and voice in customer interactions. It highlights the assistant's evolution in response to real-time feedback, particularly during the pandemic, while maintaining a focus on clarity and problem-solving.

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