Skip to content

Bank of America

US bank serving consumers, small and middle-market businesses and large corporations in banking, wealth management and markets; runs the Erica virtual assistant for clients and EricaAssist for its customer service staff. Current group formed by the 1998 NationsBank and BankAmerica merger. Headquarters: Charlotte, North Carolina, United States (press release dateline). Ticker: NYSE: BAC.

25 passages, 2 people quoted. Topics: What does AI do across the whole company?, Does AI make developers more productive?, How much customer support does AI resolve?, How do organizations measure AI's impact?.

Our associates are generating more than 400,000 prompts a day, and as of last week, we had over 300 AI use cases approved, all of which have good economics, of which 114 are live generative AI use cases.

Brian MoynihanChair and Chief Executive Officer · Executive

Earnings call: earnings call transcript via Webull (third-party transcript site), earnings call transcript via Webull (third-party transcript site), July 14, 2026.

Checked against the source [ Grade A ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

Our bankers automate the research and presentation materials. Our developers code more efficiently, and all our teammates improve productivity, consistency, and client service

Brian MoynihanChair and Chief Executive Officer · Executive

Earnings call: earnings call transcript via Webull (third-party transcript site), earnings call transcript via Webull (third-party transcript site), July 14, 2026.

Checked against the source [ Grade A ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

New AI capabilities have improved service, increased efficiency, and allowed teammates to focus on higher-value client interactions.

Alastair BorthwickExecutive Vice President and Chief Financial Officer · Executive

Earnings call: earnings call transcript via Webull (third-party transcript site), earnings call transcript via Webull (third-party transcript site), July 14, 2026.

Checked against the source [ Grade A ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

19,000 software developers have experienced efficiency gains of over 20% through real-time coding assistance

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), October 14, 2026.

19,000 people engineers, as of 2026-10-14
20% output change, as of 2026-10-14

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

Clients now interact with Erica nearly 200 million times per quarter.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), October 14, 2026.

200 million support ai volume, per quarter, as of 2026-10-14. Level not stated

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

has surpassed 3.8 billion client interactions since its 2018 launch.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), October 14, 2026.

3.8 billion support ai volume, cumulative since 2018 launch, as of 2026-10-14. Level not stated

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

Last year, 20.6 million users interacted with Erica nearly 700 million times.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), March 10, 2026.

700 million support ai volume, calendar 2025 (stated as "last year"). Level not stated
20.6 million customers, calendar 2025 (stated as "last year")

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

Since Erica's launch in 2018, total client interactions have surpassed 3.2 billion.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), March 10, 2026.

3.2 billion support ai volume, cumulative since 2018 launch, as of 2026-03. Level not stated

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

assisting nearly 50 million users since launch, surpassing 3 billion client interactions, and now averaging more than 58 million interactions per month.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), August 20, 2025.

3 billion support ai volume, cumulative since 2018 launch, as of 2025-08-20. Level not stated

Checked against the source [ Grade B ] One to two years old Bank of America: $113 billion revenue, FY2025 Passage page

now averaging more than 58 million interactions per month

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), August 20, 2025.

58 million support ai volume, per month, as of 2025-08-20. Level not stated

Checked against the source [ Grade B ] One to two years old Bank of America: $113 billion revenue, FY2025 Passage page

To date, Erica has responded to 800 million inquiries from over 42 million clients

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), April 8, 2024.

800 million support ai volume, cumulative since 2018 launch, as of 2024-04-08. Level not stated

Checked against the source [ Grade B ] Over two years old Bank of America: $113 billion revenue, FY2025 Passage page

More than 2 billion since 2018. That's how many interactions Bank of America clients have had with Erica

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), April 8, 2024.

2 billion support ai volume, cumulative since 2018 launch, as of 2024-04-08. Level not stated

Checked against the source [ Grade B ] Over two years old Bank of America: $113 billion revenue, FY2025 Passage page

18,000 customer service representatives receive real-time guidance in seconds, helping them resolve client needs faster

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), October 14, 2026.

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

94% of client interactions are now digital.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), October 14, 2026.

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

ensures human oversight, transparency, and accountability for all outcomes

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), July 21, 2026.

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

EricaAssist reduces average call times by nearly one minute per interaction

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), July 21, 2026.

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

EricaAssist works alongside employees during calls – summarizing and surfacing relevant guidance in real time

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), July 21, 2026.

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

Later this year, Bank of America plans to expand EricaAssist to support additional servicing scenarios and business lines.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), July 21, 2026.

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

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

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), July 21, 2026.

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

Used by more than 18,000 customer service representatives

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), July 21, 2026.

Checked against the source [ Grade B ] Said in the last year Bank of America: $113 billion revenue, FY2025 Passage page

CashPro Chat is used by 65% of clients, with Erica handling greater than 40% of client interactions.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), August 20, 2025.

Checked against the source [ Grade B ] One to two years old Bank of America: $113 billion revenue, FY2025 Passage page

More than 98% of users find the information they need, significantly decreasing call center volume

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), August 20, 2025.

Checked against the source [ Grade B ] One to two years old Bank of America: $113 billion revenue, FY2025 Passage page

with the virtual assistant having reduced calls into the IT service desk by 50%

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), August 20, 2025.

Checked against the source [ Grade B ] One to two years old Bank of America: $113 billion revenue, FY2025 Passage page

More than 98% of clients get answers they need from Erica within 44 seconds, on average.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), April 8, 2024.

Checked against the source [ Grade B ] Over two years old Bank of America: $113 billion revenue, FY2025 Passage page

When further assistance is needed, Bank of America's Mobile Servicing Chat capability connects clients with a live representative who can answer more complex servicing questions.

Bank of AmericaPublished by the organization itself (post), no named author

Post: Bank of America newsroom (the company's own press site), Bank of America newsroom (the company's own press site), April 8, 2024.

Checked against the source [ Grade B ] Over two years old Bank of America: $113 billion revenue, FY2025 Passage page

Size and results

From the organization's filings and statements, for comparing it with its own past. Not compared with other organizations. Each figure links to its source; expand a row for the exact words.

Measure	Period	Value	Source
Customers	as of 2026-10-14	24.2 million	Bank of America newsroom (the company's own press site) (grade B) Exact words “Erica helps more than 24.2 million clients manage their financial lives” Context only.
Customers	active users, Q2 2026	24 million	earnings call transcript via Webull (third-party transcript site) (grade A) Exact words “Digital engagement remains a clear differentiator, with roughly 50 million active digital users, more than 24 million active Erica users” Context only. Speaker inferred from position in the CFO section of the transcript.
Employees	as of 2026-10-14	210,000 people	Bank of America newsroom (the company's own press site) (grade B) Exact words “We operate across the US, its territories and more than 35 countries with approximately 210,000 employees.” Newsroom page (updated October 14, 2026), not a filing; the 10-K gave 213,000 at 2025-12-31. CEO said on the July 2026 call "over 200,000 teammates" use AI tools. Main-session raw HTML recheck 2026-10-29: exact visible quote after removing duplicate sr-only accessibility spans and normalizing whitespace and typographic apostrophes.
Employees	as of 2026-10-14	60,000 people	Bank of America newsroom (the company's own press site) (grade B) Exact words “Our global technology team consists of approximately 60,000 employees around the world.” Includes more than software developers; the 19,000 developer figure is separate.
Employees	as of 2025-12-31	213,000 people	SEC filing (the company's own regulatory report) (grade A) Exact words “At both December 31, 2025 and 2024, the Corporation employed approximately 213,000 employees, of which 77 percent and 78 percent, respectively, were located in the U.S.” Same figure stated for 2024-12-31.
Employees	as of 2024-12-31	213,000 people	SEC filing (the company's own regulatory report) (grade A) Exact words “At both December 31, 2025 and 2024, the Corporation employed approximately 213,000 employees, of which 77 percent and 78 percent, respectively, were located in the U.S.”
Employees	as of 2023-12-31	213,000 people	SEC filing (the company's own regulatory report) (grade A) Exact words “At December 31, 2023 and 2022, the Corporation employed approximately 213,000 and 217,000 employees” Same sentence gives the 2022 figure (217,000). The FY2024 10-K repeats 213,000 for 2023.
Employees	as of 2022-12-31	217,000 people	SEC filing (the company's own regulatory report) (grade A) Exact words “At December 31, 2022 and 2021, the Corporation employed approximately 217,000 and”
Revenue	FY2025	$113.1 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “2025 2024 2023 Income statement Net interest income $ 60,096 $ 56,060 $ 56,931 Noninterest income 53,001 49,796 45,838 Total revenue, net of interest expense 113,097 105,856 102,769”
Revenue	FY2024	$105.9 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “2025 2024 2023 Income statement Net interest income $ 60,096 $ 56,060 $ 56,931 Noninterest income 53,001 49,796 45,838 Total revenue, net of interest expense 113,097 105,856 102,769” Revised figure: the FY2025 10-K states "Certain prior-period information presented herein has been revised" for tax-equity accounting (a reclassification between line items). Originally reported 2024 revenue was 101,887 (FY2024 10-K).
Revenue	FY2023	$102.8 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “2025 2024 2023 Income statement Net interest income $ 60,096 $ 56,060 $ 56,931 Noninterest income 53,001 49,796 45,838 Total revenue, net of interest expense 113,097 105,856 102,769” Revised figure (see FY2024 note). Originally reported 2023 revenue was 98,581 (FY2023 and FY2024 10-Ks), so FY2022 to FY2023 growth mixes a change in accounting presentation with business growth.
Revenue	FY2022	$95 billion	SEC filing (the company's own regulatory report) (grade A) Exact words “Total revenue, net of interest expense 101,887 98,581 94,950” As originally reported, before the tax-equity accounting revision that lifted 2023 and 2024; 2022 was not restated in the sources read, so FY2022 is on the old basis.