AustraliaFinance and insurance2025 – ongoingBendigo and Adelaide Bank
Generative AI detection of customer hardship in calls
Bendigo and Adelaide Bank used generative AI on Amazon Connect to spot customer hardship in calls
Problem
Human agents sometimes missed signs that a customer was in financial hardship during calls.
Approach
The bank built on an Amazon Connect deployment in its contact centre that was nearly two years old. A generative AI search identified hardship as an intent. A couple of minutes after a call, a team leader was alerted, reviewed the call and coached the agent. The bank planned real-time alerts that prompt the agent during the call.
Results
No published figures
Takeaway
The bank said the AI search found hardship better than keyword matching and than some staff. It gave no figures.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Goal
- Quality and risk
- Evidence
- Company's own claim
Sources
Source summaries
iTnews reported that the bank's customer contact lead described using generative AI on Amazon Connect to find hardship in calls. Team leaders were alerted shortly after each call. Real-time prompts and detection of vulnerability and complaints were next steps. The article gave no performance figures.
Full details are in the original sources.