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Nab Case Study

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NAB is launching “virtual bankers” in the form of chatbots to assist customers with simple administrative tasks and questions, with the reconstruction of processes expected to save the bank hundreds of millions of dollars. This would reduce the need for call centres, with NAB expecting to save about $16 million by 2020 in business banking due to the amount of calls currently received about topics that can easily be addressed by chatbots. About 200 customer queries can currently be answered, with administrative questions relating to business credit cards being the first area of focus for the chatbot trial. While there is concern that chatbots may result in significant job displacement, chief operating officer Anthony Cahill said that bankers

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