Bank of America's Erica usage is spiking during the coronavirus lockdown - Business Insider

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The spike in new users marks an acceleration of already steady user growth for Erica, which has added an array of new capabilities since it was launched

call centers with inquiries, leading to long wait times, an additional digital channel that customers can use to instantly handle banking functions has become a much more tempting offering — and more of a strategic asset for banks like BofA, whose assistant is mature enough to help with a wide variety of functions.

But even banks whose virtual assistants aren't as mature as Erica can use the coronavirus lockdown as a time to incubate by using their assistants to crowdsource ideas for which improvements would be most valuable to make themselves more effective to users going forward.

 

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