Quick Overview
Bank of America deployed AI-powered sales agents and the virtual assistant Erica to automate initial customer outreach, cross-selling, and follow-up communications. Erica leverages natural language processing and machine learning to provide personalized financial advice, transaction assistance, and proactive notifications. The AI analyzes customer data in real time to prioritize high-value prospects and tailor communications, operating continuously to ensure no lead is missed and follow-ups are consistent.
The Problem
Traditional customer service and sales outreach were limited by volume, manual effort, and inconsistent personalization, causing missed opportunities and customer dissatisfaction
The Solution
AI-driven virtual assistant Erica integrated into mobile and online banking platforms, using NLP, predictive analytics, and cognitive messaging to automate outreach, provide financial guidance, and support transactions
Results
“Erica has transformed how we engage with customers, providing timely, personalized support that drives revenue and satisfaction.”“Our AI initiatives have had a transformative effect on operational excellence and employee productivity.”
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