More than 2 million customer conversations each month are being supported across CommBank’s self-service channels and specialist support, including messaging and voice, as the bank works to make it easier for customers to get help.
The work has been recognised at the Global Retail Banking Innovation Awards, with CommBank receiving awards for its contact centre transformation and the generative AI capability powering its in-app messaging service.
Commonwealth Bank Executive General Manager, Customer Service Direct, Martin Lindsay, said improving the way customers access support starts with making the experience simpler.
“Every improvement starts with asking ‘how we can make it easier for customers to get the support they need, when and how they need it’,” Lindsay said.
“Technology plays an important role, but the focus is always on solving real customer problems and improving the experience for our people who support them every day.”
Connecting different ways to get help
CommBank’s contact centre transformation brings together self-service and specialist support through messaging and voice, helping customers move between different support options when needed.
Changes to how enquiries are directed also aim to get customers to the right team more quickly, while giving customer-facing teams a richer view of customer information so conversations can continue more effectively across channels.
Together, these channels now support more than 2 million customer conversations each month.
More support through in-app messaging
CommBank was also recognised for the generative AI capability behind its in-app messaging service, which is available 24/7.
The service helps customers complete everyday banking tasks, find information and get answers to common questions through conversational interactions.
Its ability to understand customer requests first time has increased from 60% to 88% of interactions, while around 85% of interactions can now be resolved through self-service messaging.
Where more help is needed, customers are connected to specialist support from a member of our call centre team.
Customer outcomes remain the focus
Lindsay said the awards reflected work across the bank to improve how customers get support, but external recognition was not the main measure of success.
CommBank received the Outstanding Omnichannel Integration by a Retail Bank award for its work connecting customer support across channels and improving tools for customer-facing teams.
It also received the Best Gen-AI Chatbot Initiative (Australia) award for its in-app messaging service.
