Bank of America has taken an important step in its digital transformation. The advances presented have been enthusiastically received by its customers in the United States.
Bank of America strengthens the bank's commitment to innovation. Last year, its customers had more than 26 billion digital interactions, a 12% increase compared to 2024. These interactions include multiple logins, proactive alerts, and the use of Erica, the artificial intelligence-powered virtual assistant.
Bank of America takes a step forward: pay attention to these spectacular figures
In numbers, there are already more than 20 million active customers who have used Erica, accumulating more than 2.5 billion interactions in total. The latest improvements not only strengthen the user experience, but also drive the confirmation of the bank's digital commitment.
For example, a record use of proactive alerts has been recorded: 37.6 million customers receive real-time notifications about balances or card transactions. Nearly 12 billion alerts were caused in 2024. This allows users to keep track of their finances effortlessly, and it has received praise from customers.
Bank of America's bet on AI is applauded
More than 90% of its 213,000 employees use tools like Erica for Employees, an internal version of the AI assistant that has cut IT service calls in half. This application allows the bank to improve both the customer experience and internal efficiency. In 2025, the institution will allocate $4 billion to new technology initiatives, including generative AI tools.
In the business environment, innovative features have been introduced such as QR code login on the CashPro platform, which has grown by 60% in adoption over the past year. This improvement provides an extra level of security without complicating the customer experience, especially useful for financial managers who value speed and simplicity.
Meanwhile, user satisfaction with the bank's mobile app has risen to a score of 678 out of 1,000, ranking first among national banks in the US. This recognition confirms that the efforts in digital transformation have had a real and positive impact on customer perception.
Important: Bank of America is positioning itself as a leader in advances
In a context where users choose banks that offer digital convenience, security, and smart features, Bank of America is positioning itself as a leader in advances. The strategy aims not only to retain current customers, but also to attract new users who prioritize technological benefits and constant innovation.
The bank's upcoming objectives include continuing to increase the adoption of digital tools, expanding generative AI capabilities, and deepening personalization. The multibillion-dollar investments in technology aim to consolidate these goals.