The system has already been accessed by about 1,000 specialists working directly with clients, Ai News writes. The solution is based on Salesforce Agentforce and is designed to process client requests, prepare investment recommendations and optimize daily workflows.
AI is getting closer to financial decision-making
The new platform reflects a broader trend: banks are moving from using AI as a support tool to integrating it into their decision-making processes. Unlike early chatbots and automation systems, today’s AI agents are able to analyze client data and suggest next steps in near real time.
Other financial giants including JPMorgan Chase, Wells Fargo and Goldman Sachs are already testing similar solutions. Their goal is to increase employee productivity without proportionate staff growth, the publication notes.
The scale of AI adoption at Bank of America itself is already significant. Erica, a virtual assistant, does a workload comparable to about 11,000 employees, and all of the bank’s 18,000 developers use AI tools for programming, which has increased their productivity by about 20%.
Human oversight remains a must
Nevertheless, banks remain cautious. Despite gains in efficiency – such as faster preparation for client meetings – questions of accuracy and control remain, especially when it comes to recommendations that affect financial decisions.
A key feature of the current phase is becoming a hybrid model: AI does not replace specialists, but works alongside them. Human oversight remains imperative, especially in complex or high-risk scenarios.
At the same time, implementation is accompanied by a number of limitations – from the need for quality data and integration with legacy systems to regulatory requirements that oblige banks to explain the logic behind AI recommendations.
Despite these barriers, the industry is gradually moving from experimentation to real-world application. The introduction of AI agents into advisors’ work shows that banks are beginning to see technology not just as a tool to improve efficiency, but as a factor that directly affects financial results and client experience.
