Big banks unveil app, chatbot


Nick Bendel
Jan 22, 2018( 2 min read )

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Westpac and Commonwealth Bank have launched digital technologies to make it easier for customers to make payments and do everyday banking tasks.

The new Westpac for iMessage service gives customers a shortcut to access banking services while texting with contacts on their iPhone.

“By clicking on the new Westpac icon in their text conversation window, customers will be able to make payments, generate a cardless cash code and share their BSB and account details without leaving their text message,” according to the bank.

“To make a payment via Westpac for iMessage, customers can tap the Westpac icon, sign in with their password, select a payee from their contacts list, enter a dollar amount and description, confirm the payment and then send a text message to the payee detailing the transfer.”

Customers who want to use Westpac for iMessage will need it enabled on their iPhone with iOS11, as well as the latest version of the Westpac app (v8.4)1.

CBA shows off its artificial intelligence

Meanwhile, Commonwealth Bank has launched a chatbot called Ceba, which the bank said could use artificial intelligence to help customers with more than 200 banking tasks.

This includes activating cards, checking account balances, making payments and getting cardless cash.

Ceba’s top queries include:

  • Can I have a copy of my statement?
  • I want to open a new account
  • What is my credit card limit?
  • I want to activate my new card
  • I’d like to pay my bill

“Available 24/7, Ceba can recognise approximately 60,000 different ways customers ask for the 200 banking tasks, and will eventually be able to tell customers what they are spending their money on,” according to Commonwealth Bank.

“Ceba is also designed to provide a seamless end-to-end experience if a customer needs to speak to a person, such as reporting fraud or applying for a product.”

The new chatbot is currently available to 20 per cent of NetBank customers and will be rolled out to other customers in the coming months.

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