Designing AI from the Customer Back: Hari Gopalkrishnan on Bank of America’s Approach
Update: 2025-11-13
Description
How can AI be designed from the customer back and not the model forward?
Hari Gopalkrishnan, Chief Technology and Information Officer at Bank of America, joins Peter High to share how one of the world’s largest financial institutions grounds its AI strategy in user behavior. From developing Erica to enabling employees with tools like Ask Merrill, Hari explains why every AI solution must begin with real customer or employee friction.
Key topics include:
- The evolution of Erica from NLP to large language models
- How to avoid the trap of “shiny object” AI
- Bank of America’s 3-tier AI architecture: productivity, personas, and platforms
- Why dismantling old workflows is the prerequisite to automation
- Training 200,000+ employees in AI through “The Academy”
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