BofA’s Tech Chief Says AI Delivers Returns for the Bank

Digital Transformation & Customer Experience - 99% of Bank of America's customers interact digitally, fully self-service [2] - 99% of interactions in the consumer business are self-service digital [2] - 65% of account openings are done digitally, compared to 0% ten years ago [2] - Client satisfaction has increased from the high 70s to 89.1% [2] - Bank of America has conducted 3 billion transactions through Erica, and it continues to grow exponentially [6] AI & Technology Implementation - Bank of America has 1400+ patents and 250 models in production with AI [4] - The company uses coding agents for 17,000 developers to improve productivity [13] - Bank of America is intentionally model agnostic and does not want to be tied to any single solution [11] - Bank of America embraces commodity foundation models but builds upon them for complex workflows [10][11] Productivity & Employee Impact - Coding agents free developers to do more innovative work rather than mundane tasks [16] - Generative models can create the first draft of a dossier for client meetings, saving hours [8] - Bank of America measures productivity gain through metrics like cost per story point and defect density [13]