What 3.2 Billion AI Conversations Taught Bank of America

Most banks still treat AI as a chatbot or efficiency tool. Bank of America built something much bigger. In this live conversation from the Financial Brand Forum, Jorge Camargo, Head of Digital Platforms at Bank of America, explains how Erica evolved from a simple virtual assistant into infrastructure supporting 65 million clients across consumer banking, wealth management, and treasury services. Today, Erica is becoming the foundation for how Bank of America approaches agentic banking. We discuss what 3.2 billion customer conversations revealed about consumer behavior, why proactive engagement matters more than reactive service, and how Bank of America is moving from AI as a destination to AI embedded throughout the customer experience. Hosted by Jim Marous, Co-Publisher of The Financial Brand and Owner and Publisher of the Digital Banking Report. Subscribe to Banking Transformed for new episodes multiple times each week. #Banking #AI #AgenticAI #DigitalBanking #BankingTransformed #BankofAmerica #CustomerExperience #Fintech