NASHVILLE, Tenn. — CashPro, Bank of America’s business banking platform, is seeing increased adoption as features and services are added. 

Adoption of the virtual assistant CashPro Chat has reached 60% of the bank’s commercial clients since its launch in May 2023, Tom Durkin, global product head of CashPro at Bank of America, said at Bank Automation Summit U.S. 2024 on March 19.

CashPro has 40,000 business users and 550,000 employees across 160 countries, Durkin said. 

The $3.1 trillion bank has provided customers “education, engagement and incentive” to increase adoption of CashPro Chat, Durkin said.

Increasing adoption 

Adoption can also be driven higher by providing customers with self-fulfillment, Durkin said, adding that if the bank keeps “investing in bringing additional products, the users will come back if they feel they’re getting value.”

The bank regularly reaches out to international customers to collect feedback on their needs and requirements, Durkin said. 

“What their needs are in Mexico City or Sao Paulo may be different than the U.K., he said. “The ability for us to keep on top of that and keep listening is what the secret is.”