CBA has introduced a GenAI-powered IT support tool, ChatIT, designed to address staff’s IT issues within seconds.
The Commonwealth Bank of Australia (CBA) has deployed a GenAI tool, dubbed ChatIT, to streamline IT support services. Developed in-house, ChatIT addresses internal ICT issues within an average response time of just 14 seconds, significantly improving the efficiency of IT support for CBA’s employees.
So far, over 10,000 staff members have utilized the tool, which has received positive feedback for its quick and effective support. The introduction of ChatIT is part of CBA’s broader initiative to integrate AI into its operations, with more than 60 GenAI tools now in use across the bank. These tools are developed and tested through the bank’s Gen.ai Studio in partnership with H2O.ai, ensuring a secure environment for experimenting with large language models (LLMs).
Additionally, CBA has implemented AI-driven solutions to expedite its complaints resolution process. A real-time complaint identification system now distinguishes between feedback and complaints, while another tool generates complaint acknowledgment letters in just 13 seconds—down from 20 minutes—enhancing the customer support team’s efficiency.
CBA’s commitment to AI extends to board-level oversight, focusing on managing risks, governance, and exploring opportunities related to generative AI. Despite a 9% increase in IT services expenses, CBA is leveraging AI and machine learning to boost productivity and customer service across the bank.