Designing AI from the Customer Back: Hari Gopalkrishnan on Bank of America’s Approach

November 13, 2025

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About the Guest

Hari Gopalkrishnan

Chief Technology & Information Officer of Bank of America

Hari Gopalkrishnan is the Chief Technology and Information Officer of Bank of America. He leads a global technology organization responsible for delivering solutions across eight business lines, staff functions, information security, and infrastructure. Hari joined Bank of America in 2011 and stepped into his current role in 2025. Under his leadership, the company has filed more than 7,800 patents and grown its digital user base to over 59 million. He has championed the development of Erica, the bank's AI-driven virtual assistant, as well as a broader AI and automation portfolio aimed at improving customer experience, operational resilience, and workforce efficiency.

Episode Overview

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.

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