Wednesday, 24 April 2024
Commonwealth Bank introduces chatbot that can answer 200 banking and payments questions
Commonwealth Bank has launched its chatbot Ceba to assist customers with more than 200 banking tasks such as activating their card, checking account balance, making payments, or getting cardless cash.
Ceba will be available to more than 6.2 million NetBank and CommBank app customers in the coming weeks, taking the bank’s customer interactions to a new level.
Available 24/7, Ceba can recognise approximately 60,000 different ways customers ask for the 200 banking tasks and will eventually be able to tell customers what they are spending their money on.
Commonwealth Bank 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.
“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.
The new chatbot is currently available to 20 per cent NetBank customers, and will be rolled out more broadly in the coming months.
Re-disseminated by The Asian Banker
