Better banking experience, all around.

Using a virtual assistant to build a better banking experience

Australia’s largest bank, Commonwealth Bank of Australia, shares how it’s meeting customer expectations for personalized, digital‑first experiences. View on-demand webinar to learn more.

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 headshot
Lee Challoner‑Miles

General Manager, Integrated Channels, Digital, Operations & Technology, Commonwealth Bank of Australia

Paul Morris headshot
Paul Morris

Principal Customer Success Manager, Nuance

Tat Biswas headshot
Tat Biswas

Senior Sales Engineer, Nuance

View the webinar