The Buzz · 2026-02-09 · 15 min
Bank of America invests about $4 billion annually in AI and other technologies to keep up with the needs of its clients. “AI at the bank … touches everything we do,” Nikki Katz , head of digital at Bank of America , tells FinAi News on this episode of “The Buzz” podcast. Katz leads a team of designers, data scientists, product managers and others who meet the needs of the 59 million clients accessing the bank through its digital channels - its website, mobile app, and its AI-driven assistant Erica . “We make over a thousand different enhancements to [the digital experience] every year,” she says, noting, “We’re constantly tuning Erica.” Erica adoption continues to grow as it is continuously iterated. The latest stats: About 50 million clients have used the AI assistant; Clients have engaged with Erica for almost 19 million hours; and Erica has had over 3 billion interactions. Listen as Katz discusses how her team approaches emerging technology and the application of AI across digital channels at the bank.
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