Erica is a virtual financial assistant, not an actual person. Erica uses an artificial intelligence called natural language processing that’s grounded in machine learning (not generative AI or large language models) to analyze your words and understand your question.

When you ask a question, Erica uses artificial intelligence to analyze your words to understand your intent. Based on her understanding, she will select the most appropriate response from a pre-defined set of answers. This process involves leveraging natural language processing to interpret and respond to your queries effectively. It’s important to note that Erica does not use generative AI or large language models, which means responses are not based on vast datasets of external information.

Erica also offers personalized insights to help you manage cash flow and stay on top of your finances.  Rest assured, your privacy and security are paramount, and all analyses are conducted with confidentiality.

Yes. Right now, Erica is exclusively available in the Mobile Banking app (app versions 7.6 and above). Just download the app today to get started!

You'll receive the same confirmations as you do today for transactions conducted in the Mobile app. You can also check all transactions in the Mobile app and in Online Banking.

Every time you chat with Erica, she gathers information about what types of responses are most helpful based on your feedback and questions. A team reviews the conversations and refines responses to make sure Erica is updated with new information and data regularly to keep up with the latest topics and answers. Your interactions help her understand and respond to a wide variety of questions more accurately.

If Erica gives an incorrect response, please send app feedback or contact a representative so that they can continue to learn and provide the best experience.

Erica's responses are based on the most likely match to the questions people ask.

When Erica doesn't recognize someone's question or doesn't have a good answer, Erica can connect you to a  specialist by phone or chat.

For now, Erica is only available in English.

Conversations with Erica are recorded for quality assurance, to maintain and transcribe an accurate account of your interactions with Erica, to identify opportunities to make Erica’s responses more helpful and ensure that Erica’s responses are as accurate as possible. More frequent interactions help Erica learn and respond to a variety of questions with greater accuracy.

Bank of America uses a third-party service provider for voice responses. Voice interactions are saved for 90 days so they can be analyzed to help refine Erica’s accuracy. When Bank of America retains transcripts of Erica interactions, personal data is masked.

No. You will need to be authenticated through the Mobile app to be able to use Erica.

Yes. Your interactions with Erica are protected by the same industry-leading privacy and security features as the Mobile app and Online Banking. Our systems are designed to safeguard your information using advanced encryption and security protocols. We continually update our security measures to stay ahead of any potential threats, ensuring your data remains confidential and is handled with the highest standards of privacy and security.