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Innovative technology that’s personal
Technology is transforming the banking experience for clients both outside and inside the walls of our financial centers.
Our high-tech capabilities together with our high-touch personalized approach deliver a more intuitive and efficient banking experience for our clients across all of our channels. We combine the expertise of our people and the reach
of our approximately 4,300 financial centers with the convenience of our industry-leading mobile applications and digital platforms and our extraordinary client care to help clients with their financial needs throughout their lifetimes.
High-tech and high-touch
We offer clients our full range of banking and investment services wherever and whenever they want, on their mobile app or talking with our expert professionals over the phone, through online chat, in a video conference or face-to-face in one of our new and upgraded financial centers.
Technology that’s built around our clients
More clients are turning to digital for their everyday banking needs. In 2019, clients logged into our digital platforms more than 8 billion times, deposited more than 140 million checks through mobile check deposit, and sent and received over $78 billion dollars using Zelle®. More than one quarter of all sales now originate through digital channels.
Clients can also use our digital platforms to make an appointment to meet with one of our client professionals at a nearby financial center.
Three core principles guide how we develop and deliver each digital experience: the information and advice we provide should be in the best interest of the client, timely and relevant, and offer a choice of next best step.
We are investing in our financial center and ATM networks to complement our dynamic digital platform and better serve the evolving needs of our clients. Our new financial centers feature dedicated areas where clients can meet with us, such as:
A Merrill space where Merrill professionals can offer personalized advice on investing and retirement;
A Business Advantage space where small business specialists can share their expertise and our many services to give entrepreneurs a competitive advantage; and
Space where clients can meet with our specialists regarding lending services for home loans, home equity, and car loans.
Existing financial centers are being completely redesigned with new technology, furnishings and layouts that help us engage and educate our clients as we grow our relationships with them, and create a more interactive, inviting and comfortable atmosphere for clients whose needs often go beyond routine transactions. And, we recently expanded into four new markets —Pittsburgh, Salt Lake City, Cincinnati and Columbus —extending our lead over the industry by responsibly growing our nationwide footprint and delivering new, innovative features for our clients and employees. This year, we will expand our Ohio presence as we open our first financial centers in Cleveland, and will also enter the Lexington, Kentucky, market.
We will continue to expand our footprint, with plans to add more than 300 financial centers over the next three years and modernize 1,500 existing ones.
We’re investing significantly in artificial intelligence (AI), machine learning and business intelligence to better understand individual financial preferences and enable us to deliver personalized, client-specific insights, advice and resources at key moments.
Our virtual AI-driven assistant, Erica, is the engine that enables us to deliver a personalized banking experience for each and every client. Since launching in 2018, Erica has already helped more than 12 million clients complete over 123 million requests. Through voice, text chat or on-screen gesture, Erica provides clients help with their banking needs and proactive insights to help make managing finances easier. For example, Erica can proactively detect duplicate charges on an account and notify clients if their spending is higher than usual or their checking account balance is trending toward $0. Erica can also assist with common inquiries, including billing disputes, fees, deposit holds and transaction-related questions.