Bank of America: “CashPro Chat is used by 65% of clients, with Erica handling …” | The AI Record

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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

Filed under

How much customer support does AI resolve?

How this was checked

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 Wayback raw copy of the press release has the exact sentence 'CashPro Chat is used by 65% of clients, with Erica handling greater than 40% of client interactions.' The live page is JavaScript-rendered and could not be read.

How to cite this passage

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-cashpro-chat-used-65-clients-erica-handling-2025

More from the same source

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

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

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

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

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