Hari Gopalkrishnan, who leads Bank of America’s Consumer, Business & Wealth Management Technology team, shares insights on the creation of Erica, the bank's innovative digital assistant. He discusses the early challenges of using natural language processing, the vital need for collaboration across departments, and how user feedback shaped Erica's development. Gopalkrishnan highlights the assistant’s rapid growth in interactions, its expansion into multiple lines of business, and the role of generative AI in enhancing its functionality and user experience.
