A Decade of AI Innovation: BofA's Virtual Assistant Erica Surpasses 3 Billion Client Interactions

Clients have spent more than 18.7 million hours conversing with Erica. More than 98% of users find the information they need, significantly decreasing call center volume and allowing financial specialists to spend time focusing on more complex financial conversations with clients. CHARLOTTE, N.C., Aug. 20, 2025 /PRNewswire/ -- Erica, the most widely adopted AI-driven virtual financial assistant, is a central gateway to serving clients – assisting nearly 50 million users since launch, surpassing 3 billion cl ...