‘Banking pasts and futures’: A podcast on AI-enabled customer support in the banking sector

The Algorithmic Futures Podcast delves into the Commonwealth Bank of Australia’s digital system that uses AI to help personalise communication with customers.


Episode 4: Banking pasts and futures
Episode 4: Banking pasts and futures

How can banks ensure that even their virtual conversations with customers are personalised and not devoid of human touch?

The Algorithmic Futures Podcast delves into the Commonwealth Bank of Australia’s digital system called the Customer Engagement Engine (CEE), which uses customer data and artificial intelligence (AI) to help the bank create the personal experience one would have at their local bank branch across its communication channels.

School of Cybernetics Senior Lecturer Dr Elizabeth Williams is one of the podcast hosts, along with ANU School of Engineering Senior Fellow Zena Assaad. For this episode, they were joined by Dan Jermyn, the Chief Decision Scientist for the Commonwealth Bank of Australia (CBA).

Dan shared that CEE is becoming more than just a way to personalise messaging to customers: it’s increasingly being used as an opportunity to create new experiences, new ways to bank, and new value-added propositions that the bank hasn’t previously thought about.

“It (CEE) creates a series of prompts or suggestions around what is the most relevant thing that we can do for this customer in this moment right now, based on what we understand about them and their preferences.”

Listen to the full episode and/or read the transcript here.

This podcast is a project linked to the Algorithmic Futures Policy Lab (AFPL) supported by an Erasmus+ Jean Monnet grant from the European Commission. The School of Cybernetics is one of the collaborators of the AFPL .


The European Commission support for the Algorithmic Futures Policy Lab does not constitute an endorsement of this article or podcast episode’s contents, which reflect the views only of the speakers, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

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