Commonwealth Bank of Australia (ASX: CBA) is implementing artificial intelligence (AI) solutions to improve customer service operations.
The bank launches a fintech chatbot called Ceba. It is designed to help customers with over 200 banking tasks. Thus, the bot could activate the client’s card or check the balance on the account before making payments.
Ceba is available 24/7. It can identify about 60,000 different ways in which customers ask to perform multiple banking tasks and tell customers what their expenditures are.
Pete Steel, the Executive CEO of Commonwealth Bank Digital, predicts that AI will become more popular in the world of mobile banking.
Additionally, the chatbot can provide expertise in solving more complex tasks if the client needs to talk to the person. For instance, report fraud or apply for a product.
Right now, a new solution is available to 20% of NetBank customers, and shortly it will be deployed more widely.