Bank of America upgraded EricaAssist with generative AI capabilities to deliver contextual guidance in under three seconds, helping employees resolve client needs faster. The tool reduces average call times by nearly one minute per interaction, improving efficiency and client experience. More than 18,000 customer service representatives currently use EricaAssist to support client conversations.

EricaAssist works alongside employees during calls, summarizing and surfacing relevant guidance in real time. This allows employees to focus on listening to and understanding clients, explaining solutions, and building stronger relationships. The enhancements are designed to make human agents better and provide customers with an improved and more efficient experience.

"EricaAssist reflects our high tech, high touch approach," said Ashley Ross, Head of Consumer Client Experience and Business Transformation at Bank of America. "By combining human judgment with real time AI guidance, we're helping employees navigate complex topics more easily and serve clients more effectively in the moments that matter most."

Customer service representatives use the generative AI capabilities within EricaAssist to summarize why a client is calling, pull together relevant information, and recommend next steps based on the employee's role and the client's relationship with the bank. The technology operates without interrupting the flow of the conversation.

"This technology helps our teammates deliver relevant insights in seconds, while operating with strong governance, transparency, and accountability," said Tom Ellis, Chief Information Officer and Head of Consumer Technology at Bank of America.

Technology Investment

Bank of America spends $14 billion annually on technology, with more than $4 billion allocated to new initiatives, including AI. These ongoing investments, combined with a high-tech, high-touch approach, continue to enhance client experiences across all channels and drive operational efficiencies.

Future Expansion

Later this year, Bank of America plans to expand EricaAssist to support additional servicing scenarios and business lines. The responsible AI strategy ensures human oversight, transparency, and accountability for all outcomes.

Bank of America today announced that more than 3 million clients have enrolled in its new BofA Rewards program since the program launched on May 27, 2026. The no-fee loyalty program rewards clients for their full relationship across Bank of America banking and Merrill investing accounts and is available to any client with a personal checking account. This rapid adoption highlights the demand for rewards that recognize total banking relationships.

Mary Hines Droesch, Head of Consumer and Small Business Products & Analytics at Bank of America, stated that the response to BofA Rewards has been tremendous. She noted that more than 3 million enrollments in seven weeks indicates the program is resonating with clients who value being rewarded for their full relationship. The program is designed to deliver value through cash back offers, enhanced rewards, and exclusive benefits tailored to everyday financial lives.

Program Benefits and Features

BofA Rewards features expanded benefits to help clients maximize their relationship with the bank. Members receive credit card reward bonuses, cash back deals, and discounts from more than 15,000 national and local merchants. Additional benefits include banking and lending advantages, enhanced fraud and identity monitoring features, subscription credits, and curated lifestyle experiences for higher-tier members.

Depending on membership tier and engagement, members can receive an estimated $150 to $4,000 in annual value through rewards, benefits, and exclusive offers. Enrollment requires no minimum balance, making the program accessible to millions more clients. Nearly 14 million clients are now enrolled in BofA Rewards.

Client Engagement Metrics

Since the launch, new and existing clients have increasingly engaged with the program's benefits. Approximately 17,000 new members joining the program each week are new Bank of America clients. Nearly 1 million clients have engaged with Deals, generating millions in cash back over the last seven weeks.

About 80% of new enrollments have been completed through Bank of America Online Banking or Mobile Banking app. The redesigned digital experience allows members to easily discover, activate, and maximize personalized rewards and benefits. Bank of America plans to continue evaluating opportunities to add new offers, experiences, and benefits to the program.