CommBank is introducing a new chatbot to its online banking service which will be able to assist customers with more than 200 banking tasks.
Called Ceba, the bot uses AI to recognise approximately 60,000 different ways customers ask for help with tasks such as activating their card, checking account balance, making payments, or getting cardless cash.
The new chatbot is currently available to 20 per cent NetBank customers, and will be rolled out more broadly in the coming months to more than 6.2 million NetBank and CommBank app customers.
- WHICH-50 Reader Survey: Help us improve Which-50 by taking our annual reader survey. You can also win prizes including Google Home, Google Home Mini, Kindle Paperwhite, Beats by Dre Headphones, or Philips Hue Smart Lights.
CommBank Executive General Manager Digital, Pete Steel, said artificial intelligence will play an increasingly important role as digital banking moves beyond just enabling seamless transactions.
“Banks are moving towards providing personalised and insightful online banking experiences for our customers, and artificial intelligence along with the powerful technology behind it sits at the centre of this shift,” Steel said.
“What’s exciting about Ceba is that it will be able to do the banking for our customers rather than just provide instructions on how to do it.”
“As our customers increasingly transact online, we have continued to develop additional channels to respond to their preferences, and still be able to provide valuable and personalised banking experiences.”
Ceba is also designed to provide a seamless end-to-end experience if a customer needs to speak to a person, such as reporting fraud or applying for a product. It is housed on Commonwealth Bank’s systems, offering a secure banking channel.
CommBank’s announcement follows NAB and Westpac announcing both banks have built services for Amazon’s AI-powered speakers.