EricaAssist

#10 en Service client IA

Bank Of America · 2× · vu le 23 juil. 2026

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Momentum

EricaAssist is an internal, employee-side AI tool from Bank of America that supports customer service representatives during live phone calls. It summarizes the reason for the customer's call, provides relevant information, and recommends next steps without interrupting the conversation flow. In July 2026, generative AI capabilities were added that deliver contextual guidance in under three seconds; the tool is used by more than 18,000 employees and there is no public product page or external pricing since it is used exclusively internally.

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