“At the moment, Erica is the standard-bearer,” said Emmett Higdon, director of digital banking at Javelin. It launched in 2016 and had 12.2 million active users as of April 15. banks to build its own virtual assistant, and in some ways Erica sets the bar for the rest of the industry. Making Erica a little better every yearīank of America was one of the first U.S.
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“We get many people setting up opportunities to say, ‘Hey, walk me through how to do mobile check deposits and how do I pay my niece $50 for her birthday?’ ” Tyrie said. In one effort that has helped older customers, the bank modified its system for letting people book appointments in its branches, which typically schedules about 60,000 appointments a month, to set up Zoom calls and video calls. “This is an opportunity for people to learn new and different things, and we need to be prepared to teach them those things whenever they need it,” Tyrie said. Zelle and Erica use has also grown considerably during the pandemic, he said. “My mom is a small-business owner and a Bank of America customer, and she loves taking checks down to the bank branch and depositing them,” he said. One change he’s noticed in customers during the pandemic is a massive increase in boomers and seniors using mobile check deposit. Read about our other 2020 Digital Banker of the Year honorees: “In a period of two weeks, they installed these Plexiglas shields between the customer and our associates,” Tyrie said.
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He asked 20 branch staff to find companies that could deliver Plexiglas shields and to help install them. For instance, early on the bank realized it needed to make its 4,300 branches, most of which it kept open, safer. Having multiple customer-facing channels under his control has allowed Tyrie to shift resources among groups during the pandemic. The banks argue that it was only natural for them to prioritize already vetted customers ahead of unknown businesses because time was of the essence.
Bank, for submitting loans from existing business customers through the program first, which some contend unfairly put other applicants at a disadvantage. The bank has been criticized and is being sued, along with Wells Fargo, JPMorgan Chase and U.S. BofA also was the first major bank to have a digital application ready for the Small Business Administration’s Paycheck Protection Program, he said. The team quickly built tools that let credit card holders and mortgage borrowers defer payments, Tyrie said. The majority of his 3,200 employees have been working from home since the quarantine began, and they’ve been extraordinarily busy.
“At any given moment, based on any given set of circumstances, people may choose to do things in a digital fashion or a face-to-face fashion,” Tyrie said. The role reflects what Tyrie calls BofA’s “high-tech, high-touch” strategy. Tyrie has a somewhat unique role in that he oversees online and mobile banking - Erica included - as well as being in charge of strategy for branches, call centers and ATMs. For overseeing all of these advances, American Banker has named David Tyrie one of its Digital Banker of the Year finalists for 2020. The bank has also brought more functionality to Erica, the virtual assistant that some point to as the one setting the bar for the industry, and continued to improve its mobile app. Life Plan, which seems exceptionally well timed given how the coronavirus pandemic is wreaking havoc on people’s finances, is one of several innovations BofA has introduced since Tyrie took on his newly created role in November 2018. “How does this all come together? The Life Plan gives you your first step and your next best step.”
“Clients are constantly juggling the mix of their ever-changing short-term and long-term goals and trying to figure out how to manage cash flow and debt,” Tyrie said. "If you can translate some technical thing that's hard to understand and show somebody how to make it easier, more convenient or safer, that's the ‘aha’ moment,” says David Tyrie, managing director and head of advanced solutions and digital banking at Bank of America.
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