Inside look: How Bank of America developed AskGPS
In-house tool trained on 3.2K documents expected to save thousands of hours for employees
Bank of America has launched a generative AI assistant to redefine efficiency in its global payments solutions division.
The gen AI assistant, AskGPS (global payment solutions), went live in September and is designed to help employees navigate Bank of America’s nearly 3,200 official documents, term sheets, forms and internal memos, Jarrett Bruhn, head of data and AI at GPS Bank of America, told FinAi News. The goal is to help GPS employees service the bank’s 40,000 global business clients with greater efficiency and speed.
Deployment of AskGPS is not just about “the speed of the answer” that employees can provide, but rather about “informed advisory and focusing on service and deepening customer relationships,” Bruhn said.
Before gen AI, the bank used a standard library search tool to find documents, not answers, Bruhn said. That meant that answers to deep questions could “take up to an hour to find.”
Now, employees can ask complex questions like “How can I optimize cross-border cash management while managing letter-of-credit requirements in emerging markets?” and AskGPS can provide a step-by-step guide and additional products to complete the transaction, he said.
The development
The $2.6 trillion bank decided to develop the tool internally because it provides scalability, security and reusability of the solution, Bruhn said, adding that it took a couple of months of ideation before we launched the design and POC phase of the solution.
“AskGPS is not launched without an incredible amount of testing and the advantage we had is this controlled library of documents content, that it allows for greater control over the model,” he said, adding that continuous fine-tuning helped the bank reduce hallucinations.
The bank expects the tool to save thousands of hours each month for its employees, Bruhn said, although it’s too early to quantify hours saved or efficiency gained.
Register here for early-bird pricing for the inaugural FinAi Banking Summit 2026, taking place March 2-3 in Denver. View the full event agenda here.
