BofA's AI-Driven CashPro Chat and Transaction Search Capabilities Reach Record Usage by Corporate Clients

Rhea-AI Summary

Bank of America (NYSE: BAC) reported record adoption of its AI-driven CashPro tools by corporate clients on Oct 27, 2025. Client use of CashPro Chat rose 21% year-over-year, with nearly 70% of corporate clients using the chat for account info, transaction tracking and service resolution.

CashPro Search has surpassed 18 million searches since launch, including a quarterly record of 2.4 million searches in Q3 2025. CashPro Chat averages response times under 30 seconds and reported a Q3 2025 containment rate of 43%. Early adopters saw a 20% reduction in phone/email inquiries. Bank of America plans enhancements including credit inquiry support and streamlined treasury workflows.

Positive

• CashPro Chat usage +21% year-over-year
• Nearly 70% of corporate clients using CashPro Chat
• CashPro Search surpassed 18 million searches total
• 2.4 million searches in Q3 2025 (quarterly record)
• Early adopters reported 20% fewer phone/email inquiries

Negative

• Q3 2025 containment rate only 43%, indicating human escalation
• Live expert support available 24/5, not fully 24/7

Insights

Treasury Technology Analyst

Strong client adoption of CashPro AI tools signals operational efficiency gains and broader platform engagement.

Bank of America shows measurable adoption: CashPro Chat users rose 21% year‑over‑year, nearly 70% of corporate clients use the chat, and CashPro Search exceeded 18 million searches with a quarterly record of 2.4 million in Q3 2025. These metrics indicate widespread use for account queries, transaction tracking and service resolution, which directly reduces manual support load and validates product‑market fit for treasury automation.

Key dependencies and risks include the reported 43% containment rate and average response times under 30 seconds; containment below majority means many issues still escalate to human teams, so operational cost savings may lag adoption. The cited 20% reduction in phone/email inquiries among early adopters is a useful early signal, but the expansion of features such as credit inquiry support will determine whether usage translates into deeper revenue or platform stickiness.

Watch adoption trends and service metrics over the next 2–4 quarters: monitor quarterly search volumes, containment rate changes, response times under 30 seconds and the rollout timeline for credit inquiry and workflow automations in the coming releases. These items will clarify whether higher usage converts into sustained efficiency gains and measurable reductions in service cost or higher cross‑sell opportunities.

NEW YORK, LONDON and SINGAPORE, Oct. 27, 2025 /PRNewswire/ -- Bank of America today announced record-breaking adoption of its AI-driven CashPro® Chat and transaction search capabilities as corporate clients increasingly turn to real-time insights and operational efficiency in treasury management.

CashPro is the banking platform used by thousands of companies around the globe to manage and monitor their payments, deposits, loans and trade transactions. Client use of CashPro Chat has increased 21% year-over-year, with nearly 70% of corporate clients using this tool to access account information, for transaction tracking and service resolution. Additionally, CashPro Search, launched in February 2023, has surpassed 18 million searches, including nearly 2.4 million searches in Q3 2025, a quarterly record.

"Clients expect instant access to information – without the delays of email or phone calls," said Abbey Novack, CashPro Service Product Executive in Global Payments Solutions (GPS) at Bank of America. "Our self-service and AI-powered tools deliver that immediacy, helping clients make faster, smarter decisions."

CashPro Chat: Real-Time Support, Intelligent Decisions

• 24/7 support complemented by intelligent advisor routing, which has live experts available 24/5; average response times under 30 seconds.
• Top inquiries focus on payment processing, transaction status, authentication and access management.
• Q3 2025 containment rate: 43%.

CashPro Search: Visibility Across Transactions

• Validates payment status across wires, ACH, RTP, FX and loan proceeds.
• Routes inquiries to service teams with real-time tracking and visibility.
• Reduced phone/email inquiries by 20% among early adopters.

"These tools are transforming how our clients manage treasury operations," said Matthew Davies, head of GPS EMEA and Global co-head of Corporates Sales for GPS at Bank of America. "As our AI capabilities evolve, we're delivering even greater levels of support and strategic value."

What's next
Bank of America is actively expanding CashPro's capabilities to meet evolving client needs. Upcoming enhancements include support for credit inquiries through CashPro Chat and streamlined workflows for routine treasury tasks – reinforcing the bank's commitment to intelligent, scalable solutions for corporate clients worldwide.

Bank of America

Bank of America is one of the world's leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company provides unmatched convenience in the United States, serving nearly 70 million consumer and small business clients with approximately 3,600 retail financial centers, approximately 15,000 ATMs (automated teller machines) and award-winning digital banking with approximately 59 million verified digital users. Bank of America is a global leader in wealth management, corporate and investment banking and trading across a broad range of asset classes, serving corporations, governments, institutions and individuals around the world. Bank of America offers industry-leading support to approximately 4 million small business households through a suite of innovative, easy-to-use online products and services. The company serves clients through operations across the United States, its territories and more than 35 countries. Bank of America Corporation stock (NYSE: BAC) is listed on the New York Stock Exchange.

For more Bank of America news, including dividend announcements and other important information, visit the Bank of America newsroom and register for news email alerts.

Reporters may contact

Louise Hennessy, Bank of America
Phone: 1.646.858.6471
louise.hennessy@bofa.com

 

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SOURCE Bank of America Corporation

FAQ

What does Bank of America (BAC) report about CashPro Chat adoption in 2025?

Bank of America reported CashPro Chat usage rose 21% year-over-year and that nearly 70% of corporate clients use the tool.

How many searches did CashPro Search record in Q3 2025 for BAC clients?

CashPro Search recorded a quarterly record of 2.4 million searches in Q3 2025 and has surpassed 18 million searches total since launch.

How fast does CashPro Chat respond and how effective is it for BAC clients?

CashPro Chat reports average response times under 30 seconds and a Q3 2025 containment rate of 43%.

What operational impact has CashPro delivered for Bank of America corporate clients?

Early adopters reported a 20% reduction in phone and email inquiries, improving treasury efficiency.

Will CashPro support credit inquiries for BAC clients and when?

Bank of America said upcoming enhancements will include support for credit inquiries through CashPro Chat, timing not specified.

How can BAC corporate clients access CashPro Chat and Search?

Clients access CashPro via the bank's corporate CashPro platform used for payments, deposits, loans and trade transaction management.