Customer Expectation: Launch AI Chatbots

About Bank of America's Erica Ercia, a play on the bank's name according to CNBC, will use artificial intelligence, predictive analytics, and cognitive messaging to communicate with customers through the new Bank of America app. Given that mobile banking customers logged into their accounts over 950 million times in the third quarter, Bank of America has a good idea of what their customers are and are not using and what they do and do not need from AI Chatbot Erica. Customers will be able to ask Erica questions through the app, and Erica will be able to give spending advice to help save money. The best part of the app will be that Erica will be available to customers 24/7 instead of only during limited hours like human customer service reps. Providing a better experience for customers Having intelligent assistants that easily respond to customers will greatly improve the customer experience.