Bank of America has launched AskGPS, a generative AI-powered assistant built to help its Global Payments Solutions team instantly resolve client questions by tapping into a database of more than 3,200 internal documents.
The goal is to turn institutional knowledge into real-time intelligence, thereby allowing employees to answer even complex client inquiries in seconds instead of hours.
“AskGPS turns static content into dynamic intelligence,” said Jarrett Bruhn, head of Data & AI for Global Payments Solutions at Bank of America. “We’re not just improving access — we’re transforming how our teams learn, respond, and lead with insight.”
AskGPS illustrates how AI can be safely and effectively deployed to scale expertise across teams. Instead of replacing people, Bank of America’s use of AI aims to augment them, reduce friction in client interactions, and free experts to focus on higher-value work.
AI adoption across financial services has been accelerating. Bank of America reports that over 90% of its 213,000 employees already use its Erica for Employees virtual assistant. In the collections space, the principle of embedding AI directly into workflows can help teams navigate policies, manage disputes, and improve accuracy in client and consumer communications.
Here are actionable ways ARM professionals can begin applying similar AI strategies:
- Build internal AI assistants trained on policies, scripts, and client requirements. Include source citations and human review.
- Combine AI with RPA (robotic process automation) to automate repetitive work like document retrieval, e-filing, or case setup.
- Establish governance and guardrails through role-based permissions, audit trails, and clear escalation paths for sensitive tasks.
- Track the right metrics such as resolution speed, right-party contacts, consent adherence, and revenue impact to quantify value.
The lesson from Bank of America’s experiment is clear: when properly governed, AI can become a trusted partner — not a replacement — helping employees deliver faster, smarter, and more compliant service.
