PREMIUM – Bank of America‘s virtual chatbot Erica today surpassed one million users on the bank’s mobile app. To put that in context, the BofA mobile app currently has 24.8 million active mobile users.
The AI-driven virtual assistant, which also has voice banking capabilities, was first unveiled in March. Over the following months, BofA began rolling it out to customers state by state. A Bank of America spokesperson previously told Bank Innovation that it intends to complete the process by this summer. Indeed, that rollout has already been completed, according to today’s statement.
Customers are not set up with Erica automatically. Once a user logs into his BofA mobile app, a button at the bottom of the screen prompts the user to enroll in the service.
Check out how Erica works here.
Customers can interact with Erica through texting, talking or tapping options within the mobile app. The features and transactions that Erica provides includes checking balance, paying bills, credit scores, retrieving account numbers, and making payments. The bank will likely add more features as the bot gains momentum with its customers like it is doing with its mobile app. The bank just added an additional chat option in the app, separate from Erica, that allows the users to directly connect to a human specialist within the mobile app. That chat feature is live as of today.
Bank of America currently has 25 million active mobile users, and over 3.5 million active Zelle users, according to its website. In April, Bank of America said it processed about 11 million Zelle transactions.






