Bank of America's chief technology and information officer, Hari Gopalkrishnan, has outlined the significant advantages the financial institution has gained from implementing artificial intelligence. The bank's virtual assistant, Erica, has successfully handled billions of customer inquiries, leading to a substantial reduction in fraud losses. In 2025, AI contributed $100 million to software development, with projections indicating a doubling of that figure for the current year.
While Gopalkrishnan acknowledges the efficiency gains from AI automating routine tasks, he expresses concern about individuals relinquishing their critical thinking and decision-making abilities to machines. "Everything we do is a relationship business," Gopalkrishnan stated. "We don't want to lose the human touch on interactions." He personally ensures this by always verifying AI-generated answers and checking their sources.
Gopalkrishnan's perspective on human-centered technology is also reflected in his philanthropic efforts. He is a board member of Girls Who Code and, along with his wife, has established scholarships for individuals who have experienced foster care. His upbringing in Mumbai and subsequent move to the U.S. at age 15 significantly influenced his approach to relationship building, fostering an early appreciation for inclusivity.
Gopalkrishnan was recognized as one of 50 leaders shaping the future of technology on TIME's 2026 list of Executives of the Year: Tech and Data.