Commonwealth Bank of Australia: Using a virtual assistant to build a better banking experience
Ceba is Commonwealth Bank of Australia’s popular virtual assistant. Listen as Lee Challoner‑Miles, General Manager, Integrated Channels, Digital, Operations & Technology, explains and demonstrates how Ceba supports 500,000 monthly conversations while containing 60% of conversations to chat, deflecting contact center calls and branch visits, and increasing NPS customer service scores—even during Covid‑related volume spikes in 2020.
About the presenters
General Manager, Integrated Channels, Digital, Operations & Technology, Commonwealth Bank of Australia
Principal Customer Success Manager, Nuance
Senior Sales Engineer, Nuance