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.
Checked against the source by a first reader, then confirmed independently by a second reader who fetched the source without seeing the first reader's notes (Independent review agent (Claude Sonnet), blind second pass from passage text and citation only, no repository access, 2026-10-31).
The live newsroom page is a JavaScript shell with no article text, so I matched against the Wayback raw copy of the same URL. The first paragraph reads '– assisting nearly 50 million users since launch, surpassing 3 billion client interactions, and now averaging more than 58 million interactions per month.' The match is exact.
Bank of America, “Bank of America newsroom (the company's own press site)”, Bank of America newsroom (the company's own press site), 2025-08-20. https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/08/a-decade-of-ai-innovation--bofa-s-virtual-assistant-erica-surpas.html Archived at https://the-ai-record.com/passages/bank-of-america-assisting-nearly-50-million-users-since-launch-2025
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.
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.
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.
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.
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