BofA AI and Digital Innovations Fuel 30 Billion Client Interactions
MWN-AI** Summary
Bank of America (BofA) has reported a significant surge in client interactions fueled by its advancements in artificial intelligence (AI) and digital innovations. In the past year, clients engaged with the bank approximately 30 billion times through digital logins and alerts, reflecting a 14% increase year-over-year. Digital logins alone accounted for 16.6 billion, marking a 15% rise, while 13.3 billion proactive alerts were sent, up 12%. This engagement demonstrates BofA's strong foothold in digital banking, with 81% of consumer households and 86% of wealth management clients utilizing the bank’s digital channels.
A notable highlight of the digital experience is Erica®, BofA’s AI-powered virtual assistant, which enabled 20.6 million users to interact nearly 700 million times. Total interactions with Erica since its launch in 2018 have surpassed 3.2 billion. In the realm of digital payments, the bank's Zelle® service reached 25 million users, facilitating 1.8 billion transactions worth $556 billion. Additionally, BofA's CashPro platform saw record engagement, with mobile payment approvals hitting $1.2 trillion.
The introduction of Life Plan, launched in 2020, has also reshaped client financial planning, with over 21.5 million plans created to enhance financial wellness. Customer satisfaction with digital services is at an all-time high, with 86% rating their experiences nine or higher out of ten. BofA’s innovative strategies have earned it over 300 accolades, affirming its status as a leader in the banking industry. As the bank continues to evolve its offerings, it remains committed to utilizing technology to meet client needs and enhance overall financial management.
MWN-AI** Analysis
Bank of America (BofA) continues to leverage artificial intelligence and digital innovation, achieving an impressive 30 billion client interactions over the past year. This marks a significant 14% growth year-over-year, underscoring the bank’s capabilities in enhancing client engagement through advanced technology. As a financial analyst, several key observations and actionable strategies emerge from this data.
Firstly, BofA’s AI-powered assistant, Erica, has achieved remarkable usage, with 700 million interactions to date. This highlights the increasing demand for personalized financial guidance. Investors should note BofA's commitment to maintaining its leadership in the fintech space by expanding AI functionalities. This innovation strategy could play a pivotal role in attracting tech-savvy clients, thus enhancing revenue prospects.
Moreover, the adoption of Zelle, with 25 million active users, shows a growing trend in digital payments. The ability of clients, especially small businesses, to leverage Zelle for transactions indicates a robust need for user-friendly payment platforms. For investors, this trend emphasizes the importance of BofA's investments in digital payment solutions, aligning with broader consumer preferences toward cashless transactions.
The surge in digital interactions is complemented by record highs in client satisfaction, with 86% rating their digital experience highly. This reflects positively on customer retention and brand loyalty. BofA's continuous improvements in user experience could lead to long-term growth in customer bases and ultimately, profitability.
Looking ahead, the focus on digital and AI capabilities positions BofA favorably against competitors. Investors may consider Bank of America an attractive option to capitalize on the ongoing digital transformation in banking. Monitoring the bank’s continued growth in client engagement and satisfaction levels will be critical for making informed investment decisions. Overall, BofA's strategic initiatives in AI and digital services set a strong foundation for future gains.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
PR Newswire
Erica® Interactions Exceed 3.2 Billion; Zelle® Adoption Reaches 25 Million Users; CashPro® Mobile Payment Approvals Reached a Record $1.2 Trillion
CHARLOTTE, N.C., March 10, 2026 /PRNewswire/ -- AI-driven solutions, global payments, and personalized financial planning tools have propelled Bank of America clients' digital engagement to record levels. Clients connected with their finances approximately 30 billion times last year through a combination of digital logins and proactive alerts, marking a 14% year-over-year increase.
"Our industry-leading digital capabilities are a cornerstone of how we serve and deepen relationships with our clients and empower millions to manage their finances easily, conveniently and safely," said Nikki Katz, Head of Digital at Bank of America.
- Client digital interactions included 16.6 billion logins last year – up 15% year-over-year – and 13.3 billion alerts sent, up 12%, both record totals. The number of alert subscribers grew to more than 38 million.
- Massive digital engagement continues to rise across multiple client segments, including 81% of consumer and small business households, 86% of wealth management clients, and 86% of global banking clients now engaging with Bank of America digital channels.
Along with the increased engagement across all businesses, client satisfaction with digital is at an all-time high with 86% of clients rating their digital experience at least a 9 out of 10.
- Erica, the bank's AI-powered virtual financial assistant, is helping clients manage their daily finances with proactive, personalized guidance. Last year, 20.6 million users interacted with Erica nearly 700 million times. Since Erica's launch in 2018, total client interactions have surpassed 3.2 billion.
More consumers and businesses moving money digitally:
- Zelle adoption reached 25 million active users. Zelle users sent and received a record 1.8 billion transactions worth a record $556 billion in 2025, growing 16% and 18% year-over-year respectively.
- Small business clients leveraged Zelle to accept and send over 200 million payments worth $126 billion in 2025, up 20% and 23% year-over-year respectively, showcasing its growing use for commercial activity.
Launched in late 2025, small business clients can now transact with customers using both QR codes and Zelle tags — unique identifiers that protect their information and make it easy for their customers to recognize them.
- CashPro, the digital platform used by mid- to large-sized businesses in more than 145 jurisdictions around the world to manage their payments, liquidity, FX, trade and more, saw a record number of mobile sign-ins in 2025, up 20% from the previous year, and a record amount in mobile payment approvals of $1.2 trillion – equating to $38,000 per second – up 15% from the previous year.
In addition to day-to-day finances, clients also rely on digital to plan for the future:
- Life Plan, the digital solution that helps clients identify and meet their financial goals, is helping more clients manage their financial wellness with 21.5 million Life Plans created since launching in 2020. More than 3 million Life Plan clients selected Spanish as language of choice last year, making up 15% of all users.
Clients who have engaged with Life Plan have grown their assets with Bank of America by over $211 billion.
"We use innovative technology to meet and anticipate the needs of our clients," said Katz. "By understanding how their behaviors are changing, and what they're trying to achieve, we can advance our digital and AI capabilities to deliver personalized insights and proactive advice."
Bank of America continues to be recognized for its digital leadership, receiving over 300 awards and accolades last year. Most recently:
- No. 1 Ranking in Mobile App Satisfaction in U.S. Banking by J.D. Power
- No. 1 U.S. Mortgage Servicer Digital Experience by J.D. Power
- No. 1 Ranking in Q4 2025 Online Banker Scorecard by Keynova Group
- No. 1 Ranking in Q4 2025 Mobile Credit Card Scorecard by Keynova Group
- 2025 Technology Award for Data & AI Impact by Forrester
Bank of America
Bank of America is one of the world's leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company provides unmatched convenience in the United States, serving nearly 70 million clients with approximately 3,600 retail financial centers, approximately 15,000 ATMs (automated teller machines) and award-winning digital banking with approximately 59 million verified digital users. Bank of America is a global leader in wealth management, corporate and investment banking and trading across a broad range of asset classes, serving corporations, governments, institutions and individuals around the world. Bank of America offers industry-leading support to approximately 4 million small business households through a suite of innovative, easy-to-use online products and services. The company serves clients through operations across the United States, its territories and more than 35 countries. Bank of America Corporation stock (NYSE: BAC) is listed on the New York Stock Exchange.
For more Bank of America news, including dividend announcements and other important information, visit the Bank of America newsroom and register for news email alerts.
Reporters may contact
Andy Aldridge, Bank of America
Phone: 1.980.387.0514
andrew.aldridge@bofa.com
SOURCE Bank of America Corporation
FAQ**
How does Bank of America Corporation BAC plan to sustain the momentum of 30 billion client interactions, especially with a significant increase in digital logins and alerts in the past year?
With Erica reaching over 3.2 billion interactions, what future enhancements can clients expect from Bank of America Corporation BAC's AI-powered virtual assistant to further improve user experience and engagement?
Given the remarkable growth in Zelle adoption among Bank of America Corporation BAC clients, what additional features or services are being considered to enhance the digital payment experience for users and small businesses?
How is Bank of America Corporation BAC leveraging the insights gained from the Life Plan tool to personalize financial planning and ultimately drive client asset growth, as seen with the $211 billion increase?
**MWN-AI FAQ is based on asking OpenAI questions about Bank of America Corporation (NYSE: BAC).
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