Summary
AI isn’t just reshaping customer expectations — it’s creating measurable enterprise value. Recognizing this early, Bank of America treated AI not as a one-off initiative but as a strategic asset. With Erica, its AI-powered assistant, the bank unlocked billions of client and employee interactions, contributing to a 90% increase in assets under management, while holding costs flat and meeting regulatory requirements. Erica’s natural language technology is now an enterprise-scale intelligence engine and a cornerstone of the bank’s portfolio of AI patents. In this case study, we examine how the bank operationalized AI as core infrastructure, building a foundation for long-term innovation and value.
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