United StatesFinance and insurance2025 – ongoingBank of America
CashPro Chat for corporate treasury self-service
Bank of America said CashPro Chat handled 40% of queries through self-service
Problem
Corporate treasury clients needed access to transaction and account information without calling the bank's service center.
Approach
Bank of America offered CashPro Chat within its corporate banking platform. Built on the same platform as the consumer assistant Erica, it helped financial professionals view transactions and find account information. Clients also used it to navigate CashPro functions.
Results
Takeaway
The bank extended its consumer-assistant platform to corporate treasury support. Its reported query share did not establish an equivalent reduction in service-center workload.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Bank of America described CashPro Chat's transaction and account assistance for treasury clients. Its global CashPro head said clients self-serviced 40% of queries through the tool.
Full details are in the original sources.