Core Insights - Forrester announced the winners of its 2025 Technology Awards for North America, recognizing the United States Department of the Navy, Takeda Pharmaceuticals, and Bank of America for their innovative technology strategies that drive business growth [1][2]. Group 1: Technology Strategy Impact Award - The United States Department of the Navy was awarded for its strategic alignment in deploying secure technologies, shifting from compliance-driven IT to mission-focused outcomes, and reducing delivery cycles from months to weeks through initiatives like the Innovation Adoption Kit and generative AI assistant DON GPT [3]. - Finalists for this award included CBRE and Verizon, highlighting the competitive landscape in technology strategy [3]. Group 2: Enterprise Architecture Award - Takeda Pharmaceuticals received recognition for its innovative Business Architecture Framework (BAF), which integrates various methodologies to drive transformation across its global operations, enhancing real-time governance and alignment with business strategy [4]. - The award also acknowledged Takeda's launch of an enterprise GenAI hub and the deployment of over 60 generative AI solutions, showcasing its commitment to digital transformation [4][5]. Group 3: Data & AI Impact Award - Bank of America was honored for its enterprise-wide AI strategy, which includes the in-house developed AI assistant Erica, achieving a 50% reduction in IT service desk calls and 90% internal adoption [6]. - The bank holds over 1,500 AI and machine learning patents, demonstrating its leadership in innovation and responsible AI practices [6]. Group 4: Event Information - The award recipients will share their success stories at the Technology & Innovation Summit North America, scheduled for November 2–5, 2025, in Austin, Texas [7].

Core Insights - Bank of America is investing $4 billion in AI and new technology initiatives in 2025, which constitutes nearly a third of its total technology budget [2][3] - The bank has seen significant benefits from AI implementation, including a reduction in IT support calls by over 50% due to the internal AI assistant used by more than 90% of its employees [8][4] - AI tools are enhancing efficiency and productivity across various business units, including customer service, employee training, and client engagement [3][9] Investment and Strategy - The $4 billion investment in AI is part of a broader strategy to integrate AI across Bank of America's operations to improve efficiency and client service [2][3] - Since launching the AI-powered virtual assistant Erica in 2018, the bank has handled over 2.5 billion interactions and serves 20 million active users [4][9] Employee Efficiency and Training - The internal AI assistant, Erica for Employees, is being expanded to incorporate generative AI, aiding employees in accessing information about bank products and services [5] - Bank of America's professional development program, The Academy, utilizes AI for employee training, with staff completing over 1 million simulated client interactions in 2024 [5][6] Customer Interaction and Feedback - AI tools like askMerrill and askPrivate Banking have facilitated over 23 million interactions in 2024, helping teams find relevant information and escalate queries [6] - A generative AI system in call centers summarizes client conversations, streamlining the feedback process [7] Operational Impact - The use of AI has led to a 20% efficiency gain for developers using a generative AI-based coding assistant, and employees save significant time preparing materials for client meetings [8] - AI is transforming employee efficiency and operational excellence, contributing to business growth [9]

Core Insights - Bank of America has integrated AI technology across its operations, significantly enhancing employee efficiency and client service [1][2][3] AI Implementation and Impact - Over 90% of Bank of America's employees utilize the AI-driven virtual assistant, Erica for Employees, which has reduced IT service desk calls by more than 50% [3] - Since its launch in 2018, Erica has been interacted with over 2.5 billion times, with 20 million active users [2] - AI tools like ask MERRILL® and ask Private Banking® have facilitated over 23 million interactions in 2024, improving employee-client engagement [4] Employee Productivity Enhancements - AI applications in onboarding and training have led to over 1 million simulations completed by employees, enhancing service delivery [4] - A GenAI-based tool for software developers has resulted in efficiency gains exceeding 20% in code writing and optimization [4] Technology Investment - Bank of America allocates $13 billion annually to technology, with approximately $4 billion earmarked for new initiatives in 2025 [8] - The company holds nearly 7,400 patents, with over 1,200 focused on AI and machine learning, representing 17% of its patent portfolio [6] Client Service Improvements - AI is utilized in call centers to summarize client interactions, improving efficiency and responsiveness to client needs [4][10] - A modernized desktop tool in contact centers enhances personalized client experiences and reduces call handling times [10]