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Major bank unveils SME virtual banker

Jessica Yun
Jessica Yun
04 September 2017 1 minute readShare
Virtual communications, computers

One of Australia’s major banks has unveiled a new artificial intelligence virtual assistant that it will use to assist business customers with commonly asked banking questions.

The ‘virtual banker’ has been designed to answer business customers’ frequently asked questions, which the NAB says will save time spent on admin.

“Our research shows that two-thirds of Australian SMEs cite dealing with administrative tasks as taking a lot of effort, and our customers desperately want to spend more time on their business and less time on dealing with admin tasks,” said NAB chief operating officer Antony Cahill.

“We’re working hard to make banking an easy and supportive experience for our customers and technology like this helps save business customers critical time.”

The AI assistant was developed based on thousands of real questions customers asked, and can answer 200 questions asked in over 13,000 ways.

Developed alongside customer testing and feedback, 75 per cent said the “virtual banker was a highly desirable offering that would help them with their banking needs”, the statement said.

The online ‘customer self-service’ will also feature step-by-step video tutorials to assist customers in navigating the bank’s platform features.

The AI assistant operates around the clock on NAB’s website and will be continually expanded to offer answers to more queries.

Major bank unveils SME virtual banker
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Jessica Yun
Jessica Yun

Adam Zuchetti is the former editor of MyBusiness and a senior freelance media professional, specialising in the fields of business, personal finance and property. In 2020, he also embarked on his own business journey – inspired in part by the entrepreneurs and founders he had met through his journalistic work – with the launch of customised pet gifting and subscription service Paws N’ All.

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