BofA AI and Digital Innovations Fuel 30 Billion Client Interactions

WHY THIS MATTERS: The sheer scale of client interactions reported here—approximately 30 billion connections in a year—confirms that AI-driven personalization has moved from a niche feature to the central pillar of large-scale financial services. This data validates that strategic investment in conversational AI, specifically through platforms like Erica, and goal-setting tools such as Life Plan, directly correlates with both consumer satisfaction and significant commercial success. Banks are finding that proactive, guidance-based engagement (alerts and virtual assistance) is highly effective, leading to massive user adoption across all segments, from individual consumers to global corporate clients using CashPro. The rapid increase in payment volume through Zelle and mobile corporate approvals highlights the complete migration of daily and complex financial activity to digital channels. This success sets the new benchmark for the integrated banking experience: a strategy where AI delivers actionable advice and seamless transaction capabilities, deepening client relationships and driving organic asset growth

AI-driven solutions, global payments, and personalized financial planning tools have propelled Bank of America clients’ digital engagement to record levels. Clients connected with their finances approximately 30 billion times last year through a combination of digital logins and proactive alerts, marking a 14% year-over-year increase.

“Our industry-leading digital capabilities are a cornerstone of how we serve and deepen relationships with our clients and empower millions to manage their finances easily, conveniently and safely,” said Nikki Katz, Head of Digital at Bank of America.

• Client digital interactions included 16.6 billion logins last year – up 15% year-over-year – and 13.3 billion alerts sent, up 12%, both record totals. The number of alert subscribers grew to more than 38 million.

• Massive digital engagement continues to rise across multiple client segments, including 81% of consumer and small business households, 86% of wealth management clients, and 86% of global banking clients now engaging with Bank of America digital channels.

  Along with the increased engagement across all businesses, client satisfaction with digital is at an all-time high with 86% of clients rating their digital experience at least a 9 out of 10.

• Erica, the bank’s AI-powered virtual financial assistant, is helping clients manage their daily finances with proactive, personalized guidance. Last year, 20.6 million users interacted with Erica nearly 700 million times. Since Erica’s launch in 2018, total client interactions have surpassed 3.2 billion.

More consumers and businesses moving money digitally:

• Zelle adoption reached 25 million active users. Zelle users sent and received a record 1.8 billion transactions worth a record $556 billion in 2025, growing 16% and 18% year-over-year respectively.
   
• Small business clients leveraged Zelle to accept and send over 200 million payments worth $126 billion in 2025, up 20% and 23% year-over-year respectively, showcasing its growing use for commercial activity.

  Launched in late 2025, small business clients can now transact with customers using both QR codes and Zelle tags — unique identifiers that protect their information and make it easy for their customers to recognize them.
   

• CashPro, the digital platform used by mid- to large-sized businesses in more than 145 jurisdictions around the world to manage their payments, liquidity, FX, trade and more, saw a record number of mobile sign-ins in 2025, up 20% from the previous year, and a record amount in mobile payment approvals of $1.2 trillion ­– equating to $38,000 per second – up 15% from the previous year.

In addition to day-to-day finances, clients also rely on digital to plan for the future:

• Life Plan, the digital solution that helps clients identify and meet their financial goals, is helping more clients manage their financial wellness with 21.5 million Life Plans created since launching in 2020. More than 3 million Life Plan clients selected Spanish as language of choice last year, making up 15% of all users.

  Clients who have engaged with Life Plan have grown their assets with Bank of America by over $211 billion.

“We use innovative technology to meet and anticipate the needs of our clients,” said Katz. “By understanding how their behaviors are changing, and what they’re trying to achieve, we can advance our digital and AI capabilities to deliver personalized insights and proactive advice.”

Bank of America continues to be recognized for its digital leadership, receiving over 300 awards and accolades last year. Most recently:

• No. 1 Ranking in Mobile App Satisfaction in U.S. Banking by J.D. Power

• No. 1 U.S. Mortgage Servicer Digital Experience by J.D. Power

• No. 1 Ranking in Q4 2025 Online Banker Scorecard by Keynova Group

• No. 1 Ranking in Q4 2025 Mobile Credit Card Scorecard by Keynova Group

• 2025 Technology Award for Data & AI Impact by Forrester

FF NEWS TAKE: This data decisively moves the needle, particularly by showcasing how AI-driven personalization now underpins trillions in global commercial payments and drives asset growth via financial wellness tools. The high adoption rates for Erica and Life Plan confirm that clients crave proactive advice, not just self-service features. The next crucial development will be competitive efforts to match this maturity curve, specifically in replicating the seamless experience of mobile corporate payments and advancing conversational AI from guidance to truly autonomous financial execution.