“Bank of America has reached a major milestone in its AI journey: More than 90% of its 213,000 employees now leverage the Erica for Employees virtual assistant, the company said in a Tuesday announcement.
The AI-powered tool was rolled out in 2020 to ease IT administrative processes when pandemic concerns drove a pivot to remote work. The company has since attributed a more than 50% reduction in IT service calls to Erica for Employees, according to the announcement.
Bank of America has already seen a 20% efficiency improvement among its coders through the use of generative AI, the company said in the Tuesday announcement.”