CommBank Australia's internal IT Chatbot serves 13k employees

Here's a great example of an internal use case for Conversational AI from Commonwealth Bank of Australia.

Quite a few companies are embarking on some kind of chatbot or Conversational AI automation of their helpdesk and HR functions.

CommBank wrote about it in their annual report, thus:

We have identified over 60 generative AI use cases to simplify operational processes and support our frontline employees to better serve customers. Our CommBank Gen.ai Studio brings Large Language Models (LLMs), both proprietary and open source, into a controlled environment.

They further elaborated:

This allows us to harness data from over 4,500 documents to help frontline teams answer customer queries accurately and quickly. We also introduced ChatIT, our generative AI-enabled IT support chatbot to help our people find fast solutions to technology issues. With an average response time of 14 seconds, over 10,000 employees have interacted with ChatIT and positively rated the experience, allowing them to focus on more meaningful work sooner and easier.

Ry Crozier over at ITNews Australia followed up with a report on this earlier today.

He quotes the bank's GM Global Technology Services Mark Vudrag:

“In three months, more than 13,000 employees have interacted with ChatIT to seek tailored answers relevant to their individual needs, for “how do I” related queries, to check the status of their tickets, and track major incidents,” Vudrag said.

On his LinkedIn profile, Mark was rightly delighted at the public recognition from ITNews and, I'd imagine, inclusion in the bank's annual report:

It’s great to see some recognition for our efforts in Gen AI having a positive impact on a daily basis for all of our teams here at CommBank. ChatIT is a testament to how we are leveraging new technologies to create solutions that meet the evolving needs of a modern workforce. I’m looking forward to seeing how ChatIT will continue to grow and improve in the future.

I think we'll see a lot more similar announcements in many more annual reports this and next year.

Incidentally, at next month's Conversational AI News Summit, I'm hoping to have an individual from a global (American) bank discuss their internal chatbot implementation that does this and a whole load more. I'll hopefully be in a position to confirm this in the next day or so.