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Bank of America CIO says AI is reshaping how customers interact with the bank
The Apex Times

THE APEX TIMES

Business/The Apex Times/Oct 8, 1:20 PM EDT

Bank of America CIO says AI is reshaping how customers interact with the bank

In a recent interview, Bank of America’s technology chief, Hari Gopalkrishnan, described how artificial intelligence is being applied to improve the customer experience and modernize banking workflows.

By The Apex Times Newsroom2 min readAI-assisted Apex article

Bank of America is using artificial intelligence to change the way customers engage with the bank, according to an interview with its Chief Technology and Information Officer, Hari Gopalkrishnan, published this week by Yahoo Finance.

Gopalkrishnan framed AI as a practical tool for streamlining customer interactions and making banking services easier to access. The interview was focused less on lab research and more on “reinventing” the customer experience, with the bank’s technology leadership describing how AI is expected to influence everyday touchpoints.

While the video discussion covered the broader idea of AI adoption in financial services, Bank of America did not disclose, in the materials provided for this coverage, specific model names, deployment timelines, or quantified results such as changes in customer satisfaction, call deflection rates, or cost-to-serve metrics.

The conversation also positioned AI as part of a wider technology modernization effort. In that framing, AI is presented as one component of updating systems that support customer service and internal operations, rather than a standalone initiative.

In the interview, Gopalkrishnan addressed how AI is changing the banking sector overall, including the challenge of using new technologies responsibly in an industry that must manage security, privacy, and regulatory expectations. However, the provided account does not list particular governance policies, AI risk controls, or compliance processes.

From a sector perspective, banks are under pressure to raise service quality while keeping operational costs in check. AI has been widely discussed as a way to improve responsiveness, personalize customer communications, and support staff with decision-making assistance, but the details of those approaches vary by institution and are often disclosed only in piecemeal fashion.

What remains unclear from the provided reporting is the scope of Bank of America’s AI deployments, including which customer channels are involved (such as digital assistants, virtual agent experiences, fraud or servicing workflows) and whether the bank is building proprietary AI capabilities or relying on external platforms. Those specifics were not included in the interview summary made available here.

Going forward, investors and customers will likely focus on whether Bank of America can translate AI pilots into measurable improvements that hold up over time, while maintaining strong controls around data use, model behavior, and customer outcomes. Additional detail from earnings commentary, investor presentations, or regulatory disclosures may be the next place to look for concrete implementation information.

Why It Matters

  • AI strategies are increasingly central to how banks compete on service speed, personalization, and the cost of serving customers.
  • Without disclosed metrics, it is difficult to gauge whether Bank of America’s AI initiatives are delivering measurable outcomes, making follow-up disclosures important.
  • The way a major bank operationalizes AI can influence industry expectations for governance, security, and reliability in customer-facing systems.

Sources

Key Facts

  • Bank of America CIO Hari Gopalkrishnan discussed the role of artificial intelligence in improving the customer experience in an interview published by Yahoo Finance.
  • The coverage characterizes Bank of America’s AI effort as part of “reinventing” how customers interact with the bank.
  • The interview was framed around how AI is reshaping banking, according to the published description.
  • No specific AI models, program names, or performance metrics were provided in the supplied materials for this story.

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Bank of America CIO says AI is reshaping how customers interact with the bank | The Apex Times