PegaWorld 2018: AI powered Customer Experience at CBA (Video)
Customers are at the center of Commonwealth Bank of Australia’s (CBA) vision to secure and enhance the financial wellbeing of people, businesses and communities. In their quest to continually improve the customer experience, CBA invested in a Customer Engagement Engine (CEE), an AI powered customer decisioning layer that delivers the next best conversation for customers across all frontline and digital channels. CBA continues to raise the bar for their customers by having timely and relevant conversations to understand their customer’s current needs and future goals, connecting AI directly with those in customer-facing roles and orchestrating a connected conversation across all customer interactions. By focusing on understanding their customers’ experiences, the results to date have exceeded all expectations across all channels.