# How many interactions has Bank of America's Erica virtual assistant handled?

> Bank of America's AI-driven virtual financial assistant Erica has surpassed 3 billion client interactions, assisting nearly 50 million users since launch and averaging more than 58 million interactions a month. BofA also says Erica for Employees has reduced calls into its IT service desk by 50%.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Bank of America (bank)
- **Industry:** Banking & Financial Services — Retail banking
- **Roles:** Customer Support
- **Tools:** Erica (Bank of America (in-house))
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- client interactions: 3 billion+ total; 58 million+ per month [1] (self-reported)
- IT service desk calls (Erica for Employees): reduced by 50% [1] (self-reported)

## How it works
1. Clients ask Erica questions in the mobile app.
2. Erica delivers proactive, personalized insights (e.g., balance trends over the next 7 days).
3. An employee version handles internal IT questions.

## Risks & compliance
- Banking regulation and complaint handling

## Notes
- Erica launched in 2018 and predates LLM agents; included as a long-running virtual-assistant benchmark.

## Sources
1. Bank of America, "A Decade of AI Innovation: BofA's Virtual Assistant Erica Surpasses 3 Billion Client Interactions" (2025-08-20) <https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/08/a-decade-of-ai-innovation--bofa-s-virtual-assistant-erica-surpas.html>
   > "surpassing 3 billion client interactions, and now averaging more than 58 million interactions per month"

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