CommBank is trialling the new AI platform is called “Hey CommBank” who will respond to customer calls, emails and live chat.
👉 Background: CommBank is Australia's big yellow bank with 17 million customers - valued at a whopping $240 billion. To put that into context, that’s more than the annual GDP of Greece!
👉 What happened: Currently, CommBank has 2,400 people in its Australian call centres who respond to customer calls, emails and live chat. The new AI platform is called “Hey CommBank” and it is currently being trialed with CommBank employees, who are also customers of the bank.
👉 What else: If the AI customer service trial is successful, it could be rolled out to all customers. This would enable CommBank to significantly reduce their call centre headcount and totally change the way customers interact with their banks.
💡What was once speculation about AI taking jobs is now unfolding in real time, especially in industries where there a lot of repetitive tasks and technical duties.
💡According McKinsey, AI might force 1.3 million Australian workers to transition out of their current jobs by 2030, mostly those who are in office support, customer service and sales, and food services.
💡But while this may save CommBank millions in costs, there are still enormous risk with AI chatbots being the first point-of-contact with customers (hellooooo hallucinations 👋).
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