07.13.23
Bank of America Is Using AI and Metaverse To Train New Hires
by: Katherine Doherty
Bank of America uses artificial intelligence (AI), virtual reality (VR) and the metaverse as part of an immersive training program for its new hires. At the week-long training, executives deliver keynotes and host panels on subjects like “diversity and inclusion” and “responsible growth.” On their breaks, new hires are encouraged to visit the conference rooms loaded with VR headsets, through which they see a 360-degree view of a bank branch and learn by doing, not just listening. “These simulations act like practice reps," said John Jordan, head of the Academy at Bank of America. "It makes a new employee experienced, even if they’re brand new.” Mike Wynn, innovation and design executive for the Academy, said the virtual trainings offer real-world scenarios, such as a customer complaining about a fraudulent account. Employees can also engage in an AI-based conversation with a bot acting as a client and another bot coaching them through the proper responses. Wynn added that use of the technology is “not about removing the human connection. It’s about making the human connection stronger, simulating reality.”
Read the full article on Bloomberg