Bank of America saw accelerated growth in its digital engagement in 2019 - Business Insider

revealed that its total active digital banking users grew 6% year-over-year to 38.3 million, a slight acceleration from the 5% rise it saw in Q3 2019.Meanwhile mobile active users surged 10% YoY in Q4, holding steady with the growth seen in Q3. BofA's digital channel also continued to make incremental gains in other metrics: Digital accounted for 29% of total sales , and 79% of deposit transactions were made via mobile or ATM in Q4 .

Q4 was encouragingly strong for the bank's virtual assistant, "Erica." The number of Erica users has risen 115% since and 14% since last quarter, and now totals 10.3 million. The assistant's powerful growth is largely owed to the addition of more advanced capabilities over time. When Erica debuted in April 2018, it could only carry out simple interactions such as balance check inquiries, but BofA has since added new functions, such as insights and assistance with budgeting. And upgrading the assistant has clearly been a priority for the bank: As of 2018, it 24 patents related to technology for Erica, which may explain why 2019 was such a hot year for new Erica capabilities.

High Erica adoption could be key to the future popularity of BofA's digital tools. One of the benefits Erica offers BofA is that it helps the bank personalize its digital services on an individual level by gathering data on the types of requests that each customer makes of it, David Tyrie, BofA's head of advanced solutions and digital banking, Yahoo.

If BofA parlays Erica user data into advanced new tools, it could foster a digital adoption boom for the bank in 2020. While the bank saw growth in mobile active users and digital active users overall, it was still more or less on par with last quarter.

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