The Challenge
High volume of routine customer inquiries (balances, payments, etc.) and desire for personalized financial guidance.
The AI Solution
"Erica" virtual financial assistant integrated in mobile app, using NLP and predictive analytics to handle customer requests and provide insights.
Type of AI Used: Conversational AI (NLP-powered virtual assistant)
Results & Impact
By 2024, Erica surpassed 2 billion client interactions (doubling from 1B 18 months prior), engaging ~2 million times a day. It improved digital self-service and acts as a personal concierge, boosting customer satisfaction.
