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

Lee Challoner‑Miles
General Manager, Integrated Channels, Digital, Operations & Technology, Commonwealth Bank of Australia

Paul Morris
Principal Customer Success Manager, Nuance

Tat Biswas
Senior Sales Engineer, Nuance