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.”

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