Home Enterprise Solutions CommBank launches chatbot to assist customers

CommBank launches chatbot to assist customers

The Commonwealth Bank has launched a chatbot named Ceba to help customers with more than 200 banking tasks. At the moment, it is available to about 20% of NetBank customers and will be rolled out more broadly in coming months.

The bank said that tasks the bot could assist with included activating a card, checking an account balance, making payments, or getting cardless cash. A video of the bot can be seen here.

The chatbot will be made available to more than 6.2 million NetBank and CommBank app customers in coming weeks.

Ceba can recognise approximately 60,000 different ways in which customers ask for the 200 banking tasks. It will eventually be able to tell customers what they are spending their money on.

Commonwealth Bank executive general manager Digital, Pete Steel, said: “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.”

The bank said Ceba could also accept calls from a customer who needed to report fraud or apply for a product. As it is housed on Commonwealth Bank’s systems, it offers a secure banking channel.

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Sam Varghese

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A professional journalist with decades of experience, Sam for nine years used DOS and then Windows, which led him to start experimenting with GNU/Linux in 1998. Since then he has written widely about the use of both free and open source software, and the people behind the code. His personal blog is titled Irregular Expression.