Bank of America implemented “The Academy,” an AI-powered training platform that uses conversation simulations and immersive virtual reality (VR) experiences to help employees rehearse client interactions and real-world scenarios. The platform enables employees to sharpen communication skills, build confidence, and deliver consistent, high-quality customer service. It also integrates AI coaching in call centers and teaches AI fundamentals including prompt engineering. Over 200,000 employees worldwide have benefited from this innovative approach.
- 200,000+ employees trained globally
- 30%+ improvement in communication skills
- Increased employee confidence
- Consistent customer experience
- Positive call center AI coaching results
- AI prompt engineering education for employees
Traditional training methods lacked immersive, hands-on practice and scalable engagement, limiting employee preparedness and service quality
Integrated AI-driven conversation simulations, VR-based scenario training, and AI coaching tools within “The Academy” learning platform; employed metaverse environments for immersive onboarding
- Enhanced employee communication and confidence
- Consistent, high-quality customer interactions
- Scalable training reaching hundreds of thousands
- Positive impact on call center performance
- Prepared workforce for AI adoption and responsible use
