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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.
“With this new compute capability, we are unlocking CommBank to deliver more personalised experiences for all our customers, reducing our time to deliver across all our channels and operations, while supporting the responsible growth of AI across the bank.” One example of this would be for the chatbot to tell customers how much they needed to save to buy a house in a certain postcode, and what prices would be like, McMullan told the AFR.
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