AustraliaFinance and insurance2015 – ongoingCommonwealth Bank of Australia
Customer Engagement Engine and Benefits Finder
Commonwealth Bank said its AI-supported Benefits Finder helped customers access more than 400 different rebates
Problem
Customers could qualify for rebates without knowing which programmes were available to them. The bank offered a way to discover relevant benefits through its digital channels.
Approach
CommBank began using machine learning through its Customer Engagement Engine in 2015. The engine helped enable Benefits Finder, which launched in 2019 within the CommBank app and NetBank. The bank said the feature helped customers access more than 400 different rebates.
Results
Takeaway
The disclosed figure measured the range of rebates supported. It did not establish the value customers received or isolate the engine's contribution.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Product and service innovation
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
CommBank dated its use of machine learning through CEE to 2015. It linked the engine to Benefits Finder and reported support for more than 400 different rebates since 2019.
Full details are in the original sources.
