{"id":44514,"topic":"ai","source":"Customer Experience Dive","title":"Bank of America upgrades customer service employee tool - Customer Experience Dive","url":"https://www.customerexperiencedive.com/news/bank-of-america-generative-ai-erica-assist-customer-service/825851/","url_hash":"a8632540e1e76e60355dea2177a6359d38006ebe","author":"","summary":"<a href=\"https://news.google.com/rss/articles/CBMisAFBVV95cUxNanFxQkxKTW1pR28zbDdyMDlEa2xUNzQtMWJsVWFPMUZoVDZuVFFuaFpRM18zMmR1cjRMdWtJVzczblJBWmZMUXZldkwtZW1WR1FSUkRSRGlsOFpob0tRM0Njd3BwSmpMLWpqYm05YnZXeXVGRFFBNzhzeHNsOUYyOVYtZXBsTVN2VFBNUG1ZRThfc0xucHlsMW5xZXRrLWpTbjRUX0l0T3NRRkotUXo4Tg?oc=5\" target=\"_blank\">Bank of America upgrades customer service employee tool</a>&nbsp;&nbsp;<font color=\"#6f6f6f\">Customer Experience Dive</font>","content":null,"image_url":null,"lang":"en","published_at":"2026-07-23T13:14:08+00:00","fetched_at":"2026-07-23T14:15:05+00:00","status":"read","starred":0,"extract_state":"failed","summary_auto":null,"cluster_id":1688957,"extract_retries":2,"extract_error":"trafilatura_none","contract_version":"news_item.v1","format_contract_version":"news_item_formats.v1","dedup_url":"https://www.customerexperiencedive.com/news/bank-of-america-generative-ai-erica-assist-customer-service/825851/","quality_profile":{"profile_version":"extraction_quality.v2","bucket":"low","confidence":0.2,"failure_kind":"extractor_empty","retryable":false,"retry_after_attempts":0,"reason":"Low confidence: extractor returned no usable article text.","operator_guidance":{"severity":"warning","recommended_action":"use_summary_with_caveat","next_step":"Use the available summary only with a visible quality caveat.","operator_label":"Use summary with caveat","can_retry":false,"can_use_summary":true,"diagnostics_required":true},"content_depth":{"contract_version":"content_depth.v1","category":"summary_only","label":"Summary only","has_full_text":false,"has_summary":true,"content_length":0,"summary_length":435,"usable_text_length":435,"source_field":"summary"},"legacy_collapsed":false,"signals":{"extract_state":"failed","extract_error":"trafilatura_none","extract_retries":2,"content_length":0,"summary_length":435}},"news_item":{"id":44514,"canonical_url":"https://www.customerexperiencedive.com/news/bank-of-america-generative-ai-erica-assist-customer-service/825851/","source_url":"https://www.customerexperiencedive.com/news/bank-of-america-generative-ai-erica-assist-customer-service/825851/","title":"Bank of America upgrades customer service employee tool - 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