How Bank of America Uses AI Sales Agents and Virtual Assistant Erica to Enhance Customer Outreach and Service

By: GoBeyond Team

July 3, 2025

3 min read

Erica virtual assistant interface showing personalized financial advice and customer interactions

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.

Bank of America

Company Size

Large multinational financial services company

Revenue Range

$120B+ annual revenue

Primary Challenge

Scaling customer outreach, improving contact rates, and enhancing customer satisfaction through personalized, timely communications

Key Metrics

\- Over 2.5 billion interactions handled by Erica\- 20 million active users\- 19% increase in revenue attributed to AI-driven cross-selling\- 24/7 availability and rapid response times\- Over 90% employee adoption of internal AI tools\- 50% reduction in IT service desk calls due to AI assistance

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

\- Improved contact rates and product uptake\- Increased cross-sell and upsell revenue\- Enhanced customer satisfaction and loyalty\- Reduced operational costs and call center load\- Empowered employees with AI tools for efficiency