BofA #1
- We need customers to use ERICA so we can reduce touchpoints with live agents
- We will station people at branches to direct customers to use ATMs instead of tellers
- We will expand phone VRU options to enable more transactions to be done without speaking to an agent
- We put a reminder on every OLB login for customers to use the mobile app for everything
- We will invest in AI and automation to perform functions that employees do now., so then
- We can grow responsibly ie reduce headcount to satisfy our shareholders.
Or
BofA #2
- We must work in the office because people need that personal interaction to be effective & efficient. People can't function 100% using only technology because they need to talk to people face-to-face.
What a hypocrite.