Erica – Bank of America's Virtual Assistant

Page 1 of 5 – Erica Financial Center Job Aid | Updated 03.26.18

Proprietary: For internal use only

Erica – Bank of America’s Virtual Assistant

Financial Center Job Aid

 Purpose: To help you understand the features and benefits of Erica and confidently present them to clients.

 Impacted associates: All Bank of America financial center associates.

Who is Erica?

Erica is Bank of America’s powerfully-personal voice and chat-driven virtual financial assistant

that resides within our Mobile Banking app. She has traits similar to other virtual assistants

clients may be used to – but she’s specifically focused on helping with financial needs.

Erica is available for clients in Rhode Island and is coming soon elsewhere. Here is the

current release schedule:

Currently

Available

AK, AL, AR, CO, CT, DE, GA, HI, IA, ID,

IN, KS, KY, LA, ME, MI, MN, MO, MS, MT,

ND, NE, NH, NM, OH, OK, OR, PA, PR,

NV, RI, SD, TN, UT, VT, WA, WI, WV, WY

Coming

Soon

TX, MD, IL, VA, AZ, DC, NC, SC, FL, MA,

NJ, NY, CA, non-domestic and other

How Does Erica Help Clients Manage Their Finances?

Erica helps ensure clients know and understand all that our Mobile Banking app can do for

them. Erica is new to the world and she is still learning, but she’s pretty smart and eager to

help. She can make it easier for clients to stay on top of their finances in three different ways:

Erica Can:

Examples of What Clients Can Type/Say:

Outcome:

Answer questions

through spoken

conversation and/or

visual text.

“What is my checking account balance?”

“When is my mortgage due?”

“What is my credit card limit?”

Erica provides relevant account

information on screen (and aloud, if

spoken to).

Help find the right

function in Mobile

Banking.

“I want to deposit this check using my

phone.”

Erica takes the client to the Mobile Check

Deposit screen.

Connect clients with a

live specialist or help

them set up an

appointment.

“I need to speak with customer service

about a fee.”

Erica asks clarifying questions then

connects the client to the right associate

in the contact center.

Erica Search Functionality

“Show me all my transactions at

Wal-Mart last month.”

An example of an

Erica search.

Erica has the ability to help clients locate specific transactions.

In fact, Erica’s search capabilities go beyond those currently

available in Mobile and Online Banking. Erica can:

 Search across all your accounts at one time.

 Search by combinations of account, time frame, amount,

transaction type, and spend category.

If the appropriate contact center is closed, Erica will tell the client that we are closed right now and to call

back during normal business hours. She will provide the specific phone number to call and also offer to

schedule an appointment.

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Proprietary: For internal use only

How Do Clients Access Erica?

Erica is exclusive to Mobile Banking at this time (not in

Online Banking). To enjoy the benefits of Erica, clients

need to have the most updated version of the Bank of

America Mobile app.

Access Erica by tapping on the Erica display icon that

appears on the edge of the screen. Clients can move this

icon around on their screen by holding it down and

dragging it to a different location.

Positioning Erica in our app (behind a login) allows clients

to enjoy bank-level security as they interact with her.

Opportunities to Engage Clients with Erica

There are many opportunities to discuss Erica across the financial center:

Where:

Opportunity:

Sounds Like:

Lobby

CSR Line

Platform

Clients who can perform their

transactions more conveniently, such as:

 Making check deposits

 Making payments

 Moving money

 Checking their balance

“We’re always happy to see you. I’d also like to share with

you how you can save time doing this transaction with just

your mobile phone when it’s convenient for you… and now

we have Erica, our virtual financial assistant, who can help

guide you through those steps and answer your questions.”

Re-engage repeat clients that you’ve

spoken to about convenient banking

options before.

“Mr. Client, I know we’ve talked about Mobile Banking

before. We’ve got this new feature that I think you’ll like…”

Address common concerns about Mobile

Banking, such as “I’m not tech-savvy.”

“Our virtual financial assistant, Erica, can help you manage

your finances just by having a conversation with her…”

When discussing and/or setting up

appointments.

“Our virtual financial assistant, Erica, can help you

schedule an appointment and answer your questions.”

Lobby

Platform

When discussing and demonstrating

Mobile Banking features (lobby demo or

new account opening).

After demonstrating Mobile Banking features:

“…and here’s how Erica – our virtual financial assistant –

can help you access all these great features that come with

your account. Just tap the Erica icon in the app to bring

Erica up and get started.”

Platform

Account Servicing

Scheduling Follow-up Appointments

 “Let’s open the Mobile Banking app and I will walk you

through how to schedule your next appointment with

me, set the reminders, and add it to your personal

calendar. Our virtual assistant, Erica, can help us –

let’s give it a try. Open the app, and say ‘Erica, I’d like

to schedule an appointment.’

 You can also ask Erica questions like ‘Show me

nearby financial centers’ or ‘What are my financial

center’s hours?’”

Reminder: Do not touch the client’s device or try to demonstrate using your own personal device.

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Proprietary: For internal use only

Demonstrating Erica: Three Critical Elements

1. Help your client understand that you can speak or type to Erica – and she’ll respond in kind.

“Mr. Client, the best way to use Erica is to just interact with her like you would a person…”

Speaking to Erica

“If you tap the

microphone icon and

speak to Erica, she

will respond both on-

screen and aloud.

When appropriate,

she’ll listen for a

response for 15

seconds.

”

Typing your requests

“If you type your request,

Erica will respond only on-

screen.”

Manage Erica Settings:

 Menu  Profile & Settings  Erica Virtual Assistant Settings

 Type or say “settings” on the Erica screen

Erica is only available in English at this time. Clients who have their app set to Spanish will still be able to use Erica, however she will

speak in English, saying: “For now, I only speak English. But I’m planning to learn Spanish.”

When discussing accounts, Erica recognizes the last four digits of account numbers but not account nicknames.

2. Emphasize that Erica can respond to different kinds of requests and help in lots of different ways.

“Erica can respond to all sorts of requests:

a. She can answer your financial questions – like ‘What is a home equity line of credit?’

b. She can perform some transactions for you – like making a payment or a transfer.

c. Or she can show you where to find things in Mobile Banking – like setting up Alerts or depositing a check.”

3. Demonstrate Erica appropriately, based on your location and layout.

Many clients find it convenient to speak to Erica, but be sensitive to Erica responding with my client’s confidential

information aloud around other clients.

BOTTOM LINE: Encourage your client to treat Erica like a person and just have a conversation with her.

Page 4 of 5 – Erica Financial Center Job Aid | Updated 03.26.18

Proprietary: For internal use only

Example of a Typical Erica Interaction

Do not touch client devices and do not use your personal device to provide a demonstration.

Troubleshooting Erica

Occasionally, clients may have questions about or issues with Erica.

Say:

Do:

“I'm sorry that you had

that experience. We

definitely want to hear

your feedback. Can you

tell me what happened?”

For issues or servicing needs you can resolve: Follow your BAU Commit and Problem

Handling process to address the associate client’s issue.

For issues you cannot resolve:

 CSR/Lobby: Encourage the client to meet with a platform teammate, who will

resolve their issue using their business-as-usual Problem Handling process.

 Platform: Search “Assist Clients with Erica” in PRO for more information. If you do

not find an answer to your question in PRO, dial One Call extension 4-3-4 to connect

with the Deposit ECOE team for assistance.

Frequently Asked Questions

Use the FAQs below to address additional questions our clients might ask.

Question

Answer

Can I change

Erica’s voice?

No. Erica’s voice has been custom-selected to provide a consistent experience for you.

Is Erica

accessible to

blind and visually

impaired clients?

Yes, Erica has ADA tags and is accessible to blind and visually impaired clients. If clients have

ADA Voiceover turned ON, Erica’s voice will automatically be turned OFF so they don’t conflict

with one another.

Resources

 PRO: Assist Clients with Erica

 PRO: Mobile and Online Banking Features and Services

You type: “I want to

pay a bill from my

checking account.”

Erica asks who you’d

like to pay, how much,

and when you’d like to

make the payment.

Erica confirms that your

payment is complete or

scheduled, as

appropriate.

Review and confirm

the details of your

payment.

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Proprietary: For internal use only

Complete Erica Functionality List

Erica is new to the world and she is still learning, but she’s pretty smart and eager to help. Tap the info icon in the

upper right of the Erica conversation screen anytime for a full list of requests that she can help with.

Account Info

 Account Number

 Account Updates

 Auto Loan Details

 Balances

 Check Order

 Credit Card Details

 FDIC

 Interest

 Mortgage Payment Details

 Overdraft Protection

 Routing Number

BankAmeriDeals

 Activate Deal

 BankAmeriDeals Cash Back

Bill Pay

 Add/Edit Pay To

 Automatic Payments

 Cancel/Edit Payment

 Past Due Payment

 Pay To

 Payments

 Payment History

 Scheduled Payment

Credit & Debit/ATM Card

 Activate

 Lock/Unlock Debit Card

 Lost Card

 Replace Card

 SafePass

 Security

 Virtual Wallet

Credit Score

 About FICO

 FICO Details

 FICO History

 My FICO

 Find Bank Near Me

 Schedule Appointment

Deposits

 Fees

 Funds Availability

 Make a Deposit

Open or Learn About an Account

 Apply for Credit Card

 IRA Details

 Home Equity Details

 Open Checking or Savings

Rewards & Benefits

 About Preferred Rewards

 Enroll in Preferred Rewards

 Preferred Rewards Details

Sending and Receiving Money

 Limits

 Receive Money

 Recipients

 Register to Receive Money

 Request Money

 Send Money

 Wire

Transfers

 Cancel Transfer

 Edit Transfer

 Limits

 Recurring Transfer

 Scheduled Transfer

 Send Transfer

 Transfer Account

Travel

 Foreign Currency

 Travel Notice

 Traveler’s Check