Digital Interactions by BofA Clients Surge to Over 26 Billion, up 12% Year-Over-Year
Bank of America (BAC) reported significant growth in digital interactions, reaching a record 26 billion in 2024, up 12% year-over-year. The bank's AI-driven virtual assistant Erica surpassed 2.5 billion total interactions, serving 20 million clients. Digital alerts increased 11% to nearly 12 billion, reaching 37.6 million clients.
Client logins hit 14.3 billion, with a record Q4 of 3.9 billion logins. Digital payments showed strong growth, with Zelle transactions reaching 1.6 billion valued at $470 billion, up 25% and 26% respectively. Corporate clients approved over $1 trillion in payments through the CashPro App, a 25% increase. Digital sales reached 55% of total sales, up from 49% the previous year.
Bank of America (BAC) ha riportato una crescita significativa nelle interazioni digitali, raggiungendo un record di 26 miliardi nel 2024, con un aumento del 12% rispetto all'anno precedente. L'assistente virtuale Erica, basato su intelligenza artificiale, ha superato i 2,5 miliardi di interazioni totali, servendo 20 milioni di clienti. Gli avvisi digitali sono aumentati dell'11%, avvicinandosi a 12 miliardi, raggiungendo 37,6 milioni di clienti.
Gli accessi dei clienti hanno toccato i 14,3 miliardi, con un record nel Q4 di 3,9 miliardi di accessi. I pagamenti digitali hanno mostrato una forte crescita, con le transazioni Zelle che hanno raggiunto 1,6 miliardi, per un valore di 470 miliardi di dollari, in aumento del 25% e del 26% rispettivamente. I clienti aziendali hanno approvato oltre 1 trilione di dollari in pagamenti tramite l'App CashPro, con un incremento del 25%. Le vendite digitali hanno raggiunto il 55% delle vendite totali, in aumento rispetto al 49% dell'anno precedente.
Bank of America (BAC) informó un crecimiento significativo en las interacciones digitales, alcanzando un récord de 26 mil millones en 2024, un aumento del 12% interanual. El asistente virtual impulsado por IA Erica superó los 2.5 mil millones de interacciones totales, atendiendo a 20 millones de clientes. Las alertas digitales aumentaron un 11% a casi 12 mil millones, alcanzando a 37.6 millones de clientes.
Los inicios de sesión de clientes alcanzaron los 14.3 mil millones, con un récord en el cuarto trimestre de 3.9 mil millones de inicios de sesión. Los pagos digitales mostraron un fuerte crecimiento, con transacciones de Zelle alcanzando 1.6 mil millones valoradas en 470 mil millones de dólares, un aumento del 25% y 26% respectivamente. Los clientes corporativos aprobaron más de 1 billón de dólares en pagos a través de la App CashPro, un incremento del 25%. Las ventas digitales alcanzaron el 55% de las ventas totales, subiendo del 49% del año anterior.
Bank of America (BAC)는 디지털 상호작용에서 2024년 260억 건이라는 기록적인 성장을 보고했으며, 이는 전년 대비 12% 증가한 수치입니다. AI 기반 가상 비서 Erica는 총 25억 건의 상호작용을 초과하여 2000만 고객에게 서비스를 제공했습니다. 디지털 알림은 11% 증가하여 거의 120억 건에 도달했으며, 3760만 고객에게 도달했습니다.
고객 로그인 수는 143억 건에 도달했으며, 4분기에는 39억 건의 로그인 기록을 세웠습니다. 디지털 결제는 강력한 성장을 보였으며, Zelle 거래는 16억 건에 달하고, 총 4700억 달러의 가치를 기록하여 각각 25%와 26% 증가했습니다. 기업 고객은 CashPro 앱을 통해 1조 달러 이상의 결제를 승인했으며, 이는 25% 증가한 수치입니다. 디지털 판매는 총 판매의 55%에 도달하여, 전년의 49%에서 증가했습니다.
Bank of America (BAC) a signalé une croissance significative des interactions numériques, atteignant un record de 26 milliards en 2024, soit une augmentation de 12 % par rapport à l'année précédente. L'assistant virtuel piloté par IA Erica a dépassé 2,5 milliards d'interactions au total, servant 20 millions de clients. Les alertes numériques ont augmenté de 11 % pour atteindre près de 12 milliards, touchant 37,6 millions de clients.
Les connexions des clients ont atteint 14,3 milliards, avec un record au quatrième trimestre de 3,9 milliards de connexions. Les paiements numériques ont montré une forte croissance, les transactions Zelle atteignant 1,6 milliard, d'une valeur de 470 milliards de dollars, soit une augmentation de 25 % et 26 % respectivement. Les clients d'entreprise ont approuvé plus de 1 trillion de dollars de paiements via l'application CashPro, soit une augmentation de 25 %. Les ventes numériques ont atteint 55 % des ventes totales, en hausse par rapport à 49 % l'année précédente.
Bank of America (BAC) berichtete von einem signifikanten Wachstum bei digitalen Interaktionen, die 2024 einen Rekord von 26 Milliarden erreichten, was einem Anstieg von 12% im Jahresvergleich entspricht. Der KI-gesteuerte virtuelle Assistent Erica übertraf 2,5 Milliarden Interaktionen insgesamt und bediente 20 Millionen Kunden. Digitale Benachrichtigungen stiegen um 11% auf fast 12 Milliarden und erreichten 37,6 Millionen Kunden.
Die Kunden-Logins erreichten 14,3 Milliarden, mit einem Rekord im 4. Quartal von 3,9 Milliarden Logins. Digitale Zahlungen zeigten ein starkes Wachstum, wobei Zelle-Transaktionen 1,6 Milliarden erreichten, die einen Wert von 470 Milliarden Dollar hatten, was einem Anstieg von 25% und 26% entspricht. Unternehmenskunden genehmigten über 1 Billion Dollar an Zahlungen über die CashPro-App, was einem Anstieg von 25% entspricht. Digitale Verkäufe machten 55% des Gesamtumsatzes aus, ein Anstieg von 49% im Vorjahr.
- Digital interactions increased 12% to 26 billion
- Erica user base grew 7% to 20 million clients
- Digital alerts reached 37.6 million clients, up 7% YoY
- Zelle transactions grew 25% with $470 billion in value
- Digital sales increased to 55% of total sales from 49%
- CashPro payment approvals exceeded $1 trillion, up 25%
- None.
Insights
The latest digital metrics from Bank of America reveal a sophisticated digital transformation strategy that's delivering compelling results across retail, wealth management, and corporate banking segments. The 12% growth in digital interactions to 26 billion demonstrates strong user engagement, while the 55% digital sales ratio indicates successful digital channel monetization.
Several metrics deserve particular attention. The $2.3 trillion in digital money movement through 3 billion transactions showcases the platform's robust payment infrastructure. The fact that Zelle transactions now triple check usage signals a fundamental shift in payment behaviors, potentially reducing processing costs and improving operational efficiency.
The CashPro platform's achievement of $1 trillion in corporate payment approvals, growing 25% year-over-year, is particularly significant for institutional relationships. This level of corporate digital adoption typically translates to higher client retention rates and increased fee-based revenue opportunities.
Erica's expansion to 20 million users and integration across wealth management platforms (Merrill, Private Bank) represents a strategic advantage in personalized service delivery. The 13% increase in Merrill client interactions suggests successful digital integration in higher-margin wealth management services.
The rapid digital payment growth, evidenced by 23.7 million Zelle users executing $470 billion in transactions, indicates strong network effects and positions Bank of America favorably in the evolving payments landscape. This digital payment scale typically leads to reduced transaction costs and increased customer loyalty through embedded financial services.
20 million clients use Erica® to help manage their finances; interactions with AI-driven virtual assistant surpass 2.5 billion
- Proactive digital alerts – A record 37.6 million clients, up
7% year over year, have opted to receive proactive digital alerts giving them real-time insight into their financial lives. These clients received nearly 12 billion proactive digital alerts in 2024 – an increase of11% year-over-year. The most common alerts last year offered insights into account balances and virtual debit card usage. - Client logins – Last year, clients also logged into their accounts 14.3 billion times to stay on top of their finances, including a quarterly record 3.9 billion logins in Q4, up
16% year-over-year. On average, clients log in more than once every day. - Erica client interactions – Last year, clients interacted 676 million times with Erica, the most advanced and first widely available AI-driven virtual financial assistant, bringing total interactions since launch to more than 2.5 billion.
"Digital is the centerpiece of our relationship-driven strategy," said Nikki Katz, head of digital at Bank of America. "Erica serves a dual role in our clients' lives: a personal concierge and mission control for their finances, helping them make every day financial decisions more efficiently."
Erica was recently used to assist Bank of America clients in areas affected by Hurricanes Helene and
Over the last six years, Erica's capabilities have expanded to support individual and corporate clients, including within Merrill, Benefits OnLine®, and the company's award-winning CashPro® platform. Clients across Bank of America increasingly leverage Erica:
- Erica adoption – Approximately 20 million clients have used Erica, a
7% increase year-over-year. - CashPro Chat–More than half of corporate clients used CashPro Chat, a virtual service advisor that leverages Erica technology within the CashPro banking platform. The questions CashPro Chat can assist with have more than doubled since its launch in 2023.
- Merrill client adoption – Merrill clients increased their use of Erica
13% year-over-year with a record 11.5 million interactions in 2024. - Private bank client adoption – Private Bank clients interacted with Erica 690,000 times in 2024.
Clients are increasingly leveraging digital to send and receive payments:
- Clients moving money – Record 38 million clients moved money digitally through approximately 3 billion transactions representing
$2.3 trillion - Zelle adoption – Record 23.7 million Bank of America clients use Zelle® through which they sent and received a record 1.6 billion transactions in 2024 valued at
$470 billion 25% and26% year-over-year respectively. - Zelle usage exceeds checks – Zelle transactions were nearly triple the number of checks written in Q4 last year.
- CashPro payment approvals –Corporate clients made over
$1 trillion 25% year-over-year increase.
With a seamless experience, clients are leveraging digital to open accounts and explore a range of products. In 2024, Bank of America saw a record
Bank of America continues to be recognized throughout the industry for its digital leadership, receiving nearly 250 accolades in 2024. Most recently, Bank of America was named:
- Best Mobile Banking App by Forbes
- #1 Overall for Online Banker Scorecard and
- #1 Overall for Mobile Credit Card Scorecard by Keynova
- Best Digital Consumer Bank in the
U.S. by Global Finance - World's Most Innovative Bank – 2024, Most Innovative Bank in
North America by Global Finance - Best Bank App Virtual Assistant by Ascent
North America's Best Digital Bank,Western Europe's Best Digital Bank,North America's Best Bank for Small to Medium-sized Enterprises, by Euromoney- Bank of the Year for Best Customer Experience, Best Mobile Technology Solution for Treasury, and Best Solution Innovation – Data Analytics by Treasury Management International
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
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:
Andy Aldridge, Bank of America
Phone: 1.980.387.0514
andrew.aldridge@bofa.com
Matt Card, Bank of America
Phone: 1.202.579.6879
matthew.card@bofa.com
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SOURCE Bank of America Corporation
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