The Commonwealth Bank of Australia (CBA) uses GenAI across its operations to enhance customer service and optimize processes.
The Commonwealth Bank of Australia (CBA) uses GenAI across its operations to enhance customer service, optimize processes, and strengthen fraud prevention. The bank’s AI-powered chatbot, CommBank, was built in just six weeks and is embedded in its app to provide real-time, context-aware responses to business banking queries. By eliminating the need for external searches or call center assistance, the chatbot improves efficiency and accelerates transactions.
CBA has over 60 live GenAI use cases, including predictive analytics for financial planning and AI-driven fraud prevention. AI models analyze customer cash flow patterns and offer proactive financial guidance, helping users manage their finances more effectively. The bank also leverages external data to predict and respond to natural disasters, offering early support to affected customers. In fraud detection, AI monitors 20 million transactions daily, issuing alerts within milliseconds to prevent fraudulent activity. Features like NameCheck and CallerCheck have saved customers $650 million by blocking unauthorized payments.
Customer engagement has also been transformed through AI-driven personalization. CBA’s Customer Engagement Engine processes 3.1 trillion data points and runs 2,000 adaptive models to deliver real-time, relevant recommendations across mobile, branches, and call centers. AI-driven loyalty program Yello has significantly boosted app usage, with users logging in 67 times per month on average. AI also ensures secure digital interactions by blocking abusive payment messages and detecting harmful intent beyond explicit language.
Beyond technology, CBA fosters an AI-first culture, with a dedicated GenAI Council ensuring responsible AI implementation. With partnerships across AWS, Microsoft, and Anthropic, the bank is accelerating its cloud migration and data strategy to support AI-driven transformation. By leveraging GenAI, CBA is redefining banking, improving security, efficiency, and customer engagement at scale.