Finance

Real-time client call summarization and guidance

Generative AI summarizes why a client is calling, pulls relevant account and relationship context, surfaces approved guidance, and recommends role-appropriate next steps during live service conversations so banking representatives can resolve issues faster and more consistently.

Why the human is still essential here

The employee remains at the center of the interaction by listening to the client, interpreting context, evaluating AI suggestions, explaining solutions, and deciding the appropriate compliant next action and outcome.

How people use this

Dispute call brief

AI transcribes a card-dispute call and gives the servicing agent a live summary of the issue, relevant account context, and the next approved talking points before the conversation moves forward.

NICE Enlighten Copilot / Genesys Cloud Agent Copilot

Mortgage servicing prompt cards

AI listens for escrow, payment, or hardship questions during mortgage support calls and surfaces approved procedures and knowledge articles in real time for the representative.

Amazon Connect Wisdom / Google CCAI

Wealth client conversation recap

AI compiles a live recap of a wealth client's service request, recent interactions, and follow-up commitments so the relationship team can respond with more personalized support.

Cresta Agent Assist / Genesys Cloud AI

Branch and call-center next-best-action desktop

AI recommends the next allowable service step based on the representative's permissions, the client's products and household relationships, and the current reason for contact.

Salesforce Einstein Next Best Action / Financial Services Cloud

Lending case resolution recommendations

AI suggests whether a loan-service rep should gather documents, route the case to underwriting, or escalate to a specialist based on loan status, servicing rules, and the rep's role.

Pega Customer Service / Pega Next-Best-Action Advisor

Priority client retention prompts

AI flags high-value clients during service interactions and recommends options such as a fee review, specialist handoff, or follow-up task that fit policy and employee entitlements.

Microsoft Dynamics 365 Contact Center Copilot / Salesforce Einstein

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Latest community stories (1)

News

Article

Bank of America Enhances EricaAssist with Generative AI to Help Employees Resolve Client Needs Faster

New AI capabilities deliver relevant insights in seconds, helping employees provide more personalized client service in real-time

Key points

More than 18,000 employees use EricaAssist as a human-assisted AI agent to help serve clients.

New Generative AI (Gen AI) capabilities deliver contextual guidance in under three seconds, helping resolve client needs faster and supporting decision making by customer service representatives.

EricaAssist reduces average call times by nearly one minute per interaction, improving efficiency and client experience.

Bank of AmericaCorporate communications

Jul 21, 2026