Erica, which was launched in 2018, garnered 1 billion client interactions and has helped 32 million users. Bank of America expects Erica, early next year, to connect clients to banking agents regarding new products and services, such as mortgages, credit cards and deposit accounts. The pandemic saw a growing number of older customers use digital banking tools, including Erica, Gopalkrishnan said. The bank now wants to build on enhanced adoption by improving the flow of transactions, including the seamless handoff from Erica to human agents and vice versa. "We realized, at some point, people go, 'I'm done with that chat, I need to talk to a human,'" Gopalkrishnan said.

In the science fiction drama series Humans, Laura feels displaced by Anita, a humanoid robot known as a synth that was bought by her husband to help with the household chores. Access this e-guide with 6 key articles on cloud security and learn how to protect your organisation and its data on the cloud. This email address is already registered. By submitting my Email address I confirm that I have read and accepted the Terms of Use and Declaration of Consent. By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers.