ChatIT has been proudly recognised in the Microsoft 50 AI Innovators list, underscoring its transformative impact on enterprise communication and reinforcing CommBank’s position as an innovator in AI.
The Microsoft 50 AI Innovators list recognises 50 companies, organisations, and individuals making significant strides in AI. These innovators are celebrated for their groundbreaking work and impactful solutions across various industries.
One of the principal promoters of ChatIT is Rodrigo Castillo, Chief Technology Officer at CommBank. “Being recognised among the 50 AI Innovators is a powerful endorsement of our ambition to lead in artificial intelligence,” says Castillo. “ChatIT goes beyond being just a chatbot—it’s a transformative platform that boosts operational efficiency and empowers our people to focus on delivering outstanding customer experiences.”
Developed using Microsoft AI and OpenAI, ChatIT is a gen AI-enabled IT support assistant that has revolutionised internal support operations at CommBank. Since the launch of its automation function six months ago, ChatIT has processed over 2.3 million messages and executed more than 12,000 automated IT fixes, saving nearly 2,500 hours with each fix averaging just two minutes compared to a typical 17-minute IT Service-Desk call.
Employees can resolve their IT issues quickly, as evidenced by a 4.63/5 satisfaction rating and a Net Promoter Score (NPS) of +79 from over 1,000 responses.
ChatIT’s success has also been recognised at the iTnews Benchmark Awards 2025, where it was highly commended for ‘Best Finance Project’.
“ChatIT’s evolution has been driven by listening to our people,” said Enamul Bhuiyan, Executive Manager, End User Experience at CommBank. “Features are shaped by user feedback, and this recognition belongs to our thousands of users across the bank as much as to the team behind the technology.”
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