Brands talk a lot about artificial intelligence and its potential to change the way they interact with customers, but few really understand what exactly that potential is or what it takes to make it real.
However, when Bank of America got a sense of the vision for its AI-enabled “digital assistant,” called erica, it didn’t take the bank long to gather the resources necessary to make her real.
“We realized that to do what we wanted, there would have to be a huge investment of time, energy and resources to make it happen,” said Henry Agusti, digital banking executive. the bank’s digital banking executive. “We committed to doing that very early on — about 9 or 10 months ago.”
More in Marketing
The definitive Digiday guide to what’s in and out for advertising in 2026
Here’s the definitive guide to what’s in and out in 2026.
‘Less pitching, more listening’: What Amazon is really doing at CES
Amazon’s ad execs come to CES for their annual reality check.
After watching X’s ownership issues play out, marketers brace for TikTok whiplash in 2026
TikTok’s ownership drama has echoes of X (formerly Twitter), but ad performance has kept marketers for fleeing—for now.