Yeah,

like many large corporations, right? Big cross-functional team.

But bottom line, it boils down to like a digital product team, which is figuring out, working with our lines of business on like, what is the client problem? What is the business problem? That pairs up with a really strong world-class experience design team, which is really laser focused on like, what does that client experience look like? What does the client need? How do people experience? Erica and all of our digital solutions.

And then, of course, our fantastic technology team that all makes it happen behind the scenes.

So it's that kind of like triangle of stakeholders that are coming together to make the magic happen, right? And for us, Like the product team, which is where I focus most of my time, we just bring that client need, that journey, that data science aspect to the table to really dig deep.

And it's not just building a capability like Erica the first time, but it's how do you launch it? And then how do you start listening? How do you start seeing how it's behaving, how our clients are interacting with it? And how do you adjust quickly? So a lot of our team is focused in that operations aspect of you launched once, but then how do you continue to improve constantly? And one of the things that we're most proud of is our data science team post-launch.

has made somewhere in the neighborhood of like 90,000 improvements to Erica.

When Jorge sits down and says, I'm creating a digital experience right now, does he have to say, who am I creating this for? You know, because there's so many variety of users at the end of the day.

How do we, or how do you as a business in particular, strike a balance between that depth of self-service functionality that we want to give to the customer, but at the same time, seeking to maintain a simplicity in the user experience and not overwhelming customers as they get into those channels? Yeah,

absolutely.

And one of the funniest thing is like, I'm accountable for digital platforms.

And even I sometimes discovering new features.

I'm like, oh, wait, the app does that or you can do that self service.

That's super cool.

But what was interesting is that was a little of the eureka moment that led us to the creation of Erica, our AI virtual assistant.

Where do you see AI broadly playing the most impactful role in the life of the Bank of America customer in the years ahead?