Bank of America implemented “The Academy,” an AI-powered training platform that uses conversation simulations and immersive virtual reality (VR) experiences to help employees rehearse client interactions and real-world scenarios. The platform enables employees to sharpen communication skills, build confidence, and deliver consistent, high-quality customer service. It also integrates AI coaching in call centers and teaches AI fundamentals including prompt engineering. Over 200,000 employees worldwide have benefited from this innovative approach.
Traditional training methods lacked immersive, hands-on practice and scalable engagement, limiting employee preparedness and service quality
Integrated AI-driven conversation simulations, VR-based scenario training, and AI coaching tools within “The Academy” learning platform; employed metaverse environments for immersive onboarding