AI Tools Drive 30bn Digital Interactions at Bank of America

AI-driven tools and personalized digital services helped drive record levels of customer engagement at Bank of America last year, with clients interacting with their finances around 30 billion times through the bank’s digital platforms.

The figure, which combines mobile and online logins with automated alerts, represents a 14% year-on-year increase and reflects how banks are increasingly using AI and data-driven tools to keep customers connected to their finances.

Digital logins accounted for 16.6 billion interactions in the past year, up 15% from the previous year, while the bank sent 13.3 billion alerts to customers about account activity, payments, and other financial updates. The number of customers subscribed to alerts has grown to more than 38 million.

The data highlights how automated notifications and digital services are becoming a key channel for banks to communicate with customers. Rather than contacting their bank directly, many users now engage with financial services through alerts, digital dashboards, and other personalized tools.

Nikki Katz, head of digital at Bank of America, said: We use innovative technology to meet and anticipate the needs of our clients,

“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.”

AI is playing an increasing role in this shift. Bank of America’s virtual assistant, Erica, uses AI to help customers with everyday financial tasks such as checking balances, monitoring spending, and identifying unusual transactions.

More than 20 million customers used the assistant last year, generating nearly 700 million interactions. Since launching in 2018, total interactions with Erica have surpassed 3.2 billion.