- “Financial institutions are realizing that long-term adjustments will be required in how retail banking is conducted.
- This dramatic shift has sharply increased interest in various types of conversational banking, especially as a means to ease the pressure on call centers.
- The poster child for conversational AI in banking right now, however, is Bank of America’s digital assistant known as Erica. The mobile app that can respond to both voice and text-based questions was growing rapidly even before the pandemic hit the U.S. in March. Ten million users had downloaded the app as of yearend 2019, about two years after its launch.”