Commonwealth Bank to trial AI chatbot in rollout of expanded AI-driven customer service [Video]

Commonwealth Bank is trialling an artificial intelligence-based chatbot that could replace its call centre staff as the company focuses on expanding AI-driven customer service.

Called Hey Commbank, the Chat-GPT style system is being tested on employees who are also customers, the Australian Financial Review reports.

The initiative forms part of its broader AI strategy in collaboration with Amazon Web Services, in which CBA has become the first Australian company to use a so-called AI factory.

The AI factory, a cluster of computer chips that support AI processing and an Amazon machine-learning managed service, will enable CBA employees to test and develop AI solutions to “provide hyper-personalised and contextualised experiences for customers and communities, more quickly and at scale”.

Under this, the bank will trial its Hey Commbank chatbot to answer customer questions in a conversational manner based on data held by the bank.

CBA chief data and analytics officer Andrew McMullan said advances in AI were focused on …