Bank of America
Conversational Banking
How it stays in controlTry the demo
Prepared for
Bank of America

This is not a chatbot that answers. It's an agent that actions.

Chatbots deflect. Conversational Banking resolves, acting only within your rules. Ask the
Bank of America
sandbox what your customers ask, and see what it does on its own, what it hands to your team, and what it records.
Try the demoOr book 30 minutes with
Marc
  1. 01
    Permissioned
    Inside the limits your risk team sets
  2. 02
    Logged
    Every action recorded, ready for review
  3. 03
    Supervised
    Your team in the loop by design
The evidence
68
public reviews of
Bank of America
describe a digital dead end
Source: review scan of
Bank of America Mobile Banking
on the App Store,
Apr 2018 – Oct 2026
>75%
fewer live chats at Nedbank, where more than 2.3 million clients use Enbi, its Backbase assistant
Source: Nedbank, Ciko Thomas, Group Managing Executive
11.4%
of blocked payments get resolved by banking app chatbots
Source: DECTA, 159,600 app store reviews
In their words

See where
Bank of America
customers get stuck today

Real reviews from your customers about the app, the phone line, and chat. Next to each: what Conversational Banking does instead, and the control that keeps it within your rules.
Customer job
Today, in their words
With Backbase Conversational Banking

Dispute a charge

App & web
“
You can’t report fraudulent transactions, request a new card, or pay your bills online anymore.
”
Can't act
App Store · Oct 2023
Finds the charge, files the dispute, and gives a reference number. No forms, no hold music.
Files only. Your team decides.
Try this request

Trace a missing transfer

Chat
“
Customer service spent 20 minutes telling me it then told me to call a phone number and disconnected the chat without a reference number
”
Can't act
App Store · Oct 2026
Checks the transfer in your payment systems and tells the customer where it is and what happens next.
Looks up only. Moves no money.
Try this request

Replace a lost card

Chat
“
I suspected some fraudulent charges on my Daughter’s card and wanted to lock the card and the AI chat box said this option is not available.
”
Can't act
App Store · Aug 2023
Blocks the card right away and orders a replacement once identity is confirmed.
Within the limits you set
Try this request

Reach a person

Voice bot
“
The automated AI assistant makes it nearly impossible to reach a real person.
”
No person
App Store · Oct 2026
Hands off to your team with the full conversation, so the customer explains it once.
Your team in the loop
Try this request

Get back into online banking

App & web
“
Does not allow me to log on. BoA on the phone unable to fix. Goes around in circles asking for a new password.
”
Loops back
App Store · Sep 2026
Verifies identity another way and restores access. No branch visit.
Identity checks you define
Try this request

Update an address

Chat
“
Updating something as basic as contact information requires me to reach out to an agent, a task that is difficult to do given the aforementioned issues.
”
Can't act
App Store · May 2023
Updates the address across accounts and confirms with the customer.
Customer confirms first. Logged.
Try this request
Each row is a verbatim one- or two-star App Store review of
Bank of America Mobile Banking
,
May 2023 – Oct 2026
. No reviewer names.
How it compares

See what a chatbot can't do

Never asks what it already knows

Today: customers re-enter account numbers and start over after every handoff.

With Backbase Conversational Banking: picks up the context your policies permit, and the last conversation, before the first reply.

Resolves instead of routing

Today: bots point to a form, a phone number, or a branch.

With Backbase Conversational Banking: completes the request through your bank services, end to end.

Acts only within your rules

Today: a bot that can't act, or AI you can't explain to your regulator.

With Backbase Conversational Banking: every action is checked against your limits, logged, and sent to your team when it needs a person.

How it stays in control

Agents propose. Your rules decide. Your systems execute.

Every vendor builds on the same models. The difference is the layer between those models and your bank.
Every channel your customers and staff use
Customers
Mobile app · Website · Chat
Voice
Voice bot · Call center
Your team
Branch · Operations
One customer, one session, every channel
Backbase
Shared context layer
Identity and consent
Who the customer is and what they allowed
Permitted context
Only the accounts and activity your policies allow
Conversation memory
What was said and done, on any channel
Cases and handoffs
One record for agents and your team
01
Agents propose
Turn the request and its context into one specific action
02
Your rules decide
Identity, scope and limits. Deny or review means nothing reaches your systems.
When required
Your team approves
A named person approves or rejects the exact details
03 · Your bank
Your bank services execute
They validate your business rules before anything is written. Your systems stay the record.
Core banking
Payments
Cards
CRM
Risk and compliance

Straight answers to what your risk team will ask

Does it act in our core, or just send a message to something that does?

It acts through your bank services, which check your business rules before anything is written. Your systems stay the record.

What stops a wrong action?

Every proposed action passes one checkpoint for identity, scope, and limits. If the answer is deny or review, no instruction reaches your systems.

Which actions does it take on its own?

Only the ones you allow. Start with narrow, reversible tasks like blocking a card. Dispute decisions, money movement, and anything irreversible stay with your team.

How do we know it resolved the request, not just closed the chat?

Measure verified resolution: no repeat contact on the same issue within seven days. Cost is tracked per resolved case.

What will our regulator see?

A decision and execution record for every action: what it did, why, and who approved it.

Who controls changes after go-live?

You do. Every model, prompt, or policy change passes evaluation and a named owner's approval before release. Bank-hosted models remain an option.

Customer proof

See what banks like yours resolve today

Nedbank
VeraBank
Meriwest Credit Union
First Community Credit Union
Nedbank · Enbi
2.3M+

clients have turned to Enbi for real-time, personalized answers at any hour

Nedbank, South Africa
Nedbank
“More than 2,3 million of our clients have turned to Enbi, and they keep coming back. With Backbase, Enbi gives them real-time, personalised answers at any hour, and it has reduced our live chat volumes by more than 75%.”
Ciko ThomasGroup Managing Executive, Personal and Private Banking
VeraBank
“The Backbase team partnered with us to bring all our sources of truth together and give our employees a single, searchable home for information.”
Michael PurifoySenior EVP, VeraBank
Figures and quotes as published by Backbase customers on backbase.com. Watch how Nedbank serves 16 million customers with agentic AI

Test it on your toughest request

Ask the
Bank of America
sandbox anything your customers ask. Then send it to your team so they can try it too.
Try the demo
MC
Marc Corbett
Marc Corbett
Regional Manager Solutions Engineering

Talk it through with
Marc

30 minutes on the requests costing
Bank of America
the most.
Book 30 minutes