Welcome to the forefront of conversational AI as we explore the fascinating world of AI chatbots in our dedicated blog series. Discover the latest advancements, applications, and strategies that propel the evolution of chatbot technology. From enhancing customer interactions to streamlining business processes, these articles delve into the innovative ways artificial intelligence is shaping the landscape of automated conversational agents. Whether you’re a business owner, developer, or simply intrigued by the future of interactive technology, join us on this journey to unravel the transformative power and endless possibilities of AI chatbots.
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Active users of Bank of America’s chatbot grew 23% year over year to 24.6 million.
Bank of America’s digital experience is deeply intertwined with its chatbot, Erica, which raised the stakes for virtual assistants and continues to boost engagement.
Erica drove 200 million interactions in Q2, about a 15% year-over-year increase, according to an earnings presentation.
Bank of America has grown its digital footprint, with about 80% of Bank of America households active digital users.
The bank’s mobile app is consistently regarded highly by customers, most recently with the third-highest customer satisfaction among national banks in a J.D. Power assessment this spring.
That same assessment found that while only about 28% of customers of national banks and credit card apps use virtual assistants, their use is associated with higher satisfaction overall. That increases when customers perceive the tool as comprehensive.
Bank of America benefits from that correlation, as its chatbot Erica helps customers manage their accounts, finds answers to questions, connects customers to financial specialists and offers proactive insights.
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While consumers' use of third-party generative AI tools has doubled in the past year alone, company-provided chatbot usage hasn’t statistically increased since 2022, Gartner found.
CX leaders face fresh and perennial challenges in 2026, from agentic AI to falling loyalty. Here are the top events decision-makers are attending in the second half of 2026.
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While consumers' use of third-party generative AI tools has doubled in the past year alone, company-provided chatbot usage hasn’t statistically increased since 2022, Gartner found.
CX leaders face fresh and perennial challenges in 2026, from agentic AI to falling loyalty. Here are the top events decision-makers are attending in the second half of 2026.
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