2019 BAI Global Innovation Award Finalist

BAI Global Innovation Awards 2019 finalist Commonwealth Bank of Australia


Innovation in Customer Experience

CommBank (Commonwealth Bank of Australia) – Australia
CommBank transforms Customer Experience with AI

CommBank’s Customer Engagement Engine (CEE) is an advanced multichannel decisioning engine that spans all of the bank’s inbound and outbound customer contact channels. The CEE processes billions of data points in order to assess the most relevant of thousands of combinations of “next best conversation” to present at every customer interaction point. Through advanced machine learning, CEE returns a response in a tiny fraction of a second, ensuring employees have a personalized, relevant and helpful communication for every customer, whenever and wherever they choose to bank with CommBank.