Commonwealth Bank of Australia (CBA) has introduced its own chatbot that uses artificial intelligence (AI) to assist customers with more than 200 banking tasks.
Dubbed Ceba, the new chatbot will enable the bank’s customers to activate their card, check account balance, make payments, or get cardless cash apart from many other functions.
It will work round the clock and can identify about 60,000 different ways customers ask for the banking tasks.
Commonwealth Bank executive general manager digital Pete Steel said that artificial intelligence will play an increasingly important role as digital banking moves beyond just enabling seamless transactions.
“Banks are moving towards providing personalised and insightful online banking experiences for our customers, and artificial intelligence along with the powerful technology behind it sits at the centre of this shift,” Steel added.
“What’s exciting about Ceba is that it will be able to do the banking for our customers rather than just provide instructions on how to do it. As our customers increasingly transact online, we have continued to develop additional channels to respond to their preferences, and still be able to provide valuable and personalised banking experiences.”
Ceba can also help customer if they want to talk to a person, such as reporting fraud or applying for a product, the bank said.