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How Bank of America Uses AI and the Metaverse in “The Academy” to Revolutionize Employee Training and Customer Service Skills

By: GoBeyond Team
July 3, 2025
3 min read
Bank of America AI and VR training dashboard showing immersive modules and conversation simulations

Quick Overview

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.

Bank of America
Bank of America
Company Size
~200,000 employees
Revenue Range
$130B+ annual revenue
Primary Challenge
Enhancing employee communication skills, confidence, and customer service consistency through innovative AI and metaverse training
Key Metrics
\- 200,000+ employees trained globally\- 30%+ improvement in communication skills\- Increased employee confidence\- Consistent customer experience\- Positive call center AI coaching results\- AI prompt engineering education for employees

The Problem

Traditional training methods lacked immersive, hands-on practice and scalable engagement, limiting employee preparedness and service quality

The Solution

Integrated AI-driven conversation simulations, VR-based scenario training, and AI coaching tools within “The Academy” learning platform; employed metaverse environments for immersive onboarding

Results

\- Enhanced employee communication and confidence\- Consistent, high-quality customer interactions\- Scalable training reaching hundreds of thousands\- Positive impact on call center performance\- Prepared workforce for AI adoption and responsible use

“These simulations act like practice reps. It makes a new employee experienced, even if they’re brand new.”“VR gets your heart rate up. It makes you nervous-much like real life.”

John Jordan, Head of The AcademyMike Wynn, Innovation & Design Executive, The Academy

Details

Industry
Finance & Banking
Departments
Customer Support & Service
Use Cases
Employee Training
Tags
GenAI
NLP
Scalability
Team Efficiency
Time-Saving
AI Tools Used
No items found.
Sources
https://www.bankofamerica.com/education/the-academy/https://www.coursebox.ai/blog/ai-case-studies-corporate-traininghttps://blockzeit.com/bank-of-america-utilizes-the-metaverse-and-ai-for-training-over-200000-global-staff/https://raritysniper.com/news/bank-of-america-uses-ai-the-metaverse-to-train-employees/https://portfolio.bisanet.org/Article/bank-of-america-is-using-ai-and-metaverse-to-train-new-hires

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