Today, I joined our CEO Matt Comyn on stage at our Reimagining Banking Briefing to highlight some of the ways we are harnessing tech and the power of Gen AI to deliver greater customer outcomes. We’ve already: - Delivered a 50% reduction in customer scam losses, aided by the implementation of safety and security features, including NameCheck, CallerCheck, CustomerCheck. - Driven a 30% reduction in customer reported fraud due to measures like our proactive suspicious transaction alerts sent via the CommBank app. - Seen a 40% reduction in call centre wait times helped by our AI-powered, in-app messaging. And that’s just the beginning.
A fantastic session. I felt very proud to work at CBA seeing all the innovation and work come to life for our customers. Kudos to you Victoria Ledda and Andrew McMullan and your teams.
Bravo and all the best for such awesome KYC related work
Impressive results Victoria Ledda! Leveraging Gen AI for enhanced security and customer experience is a game-changer.
A great example of Gen AI works to enhance customer experience. Well done!
Excellent outcome,
That's incredible news. Congratulation!
Great job. So exciting to see the results of all the hard work
Great work Vicky, thanks for representing CBA Tech 👏🏼