The Challenge
Protecting customers from scams/fraud and reducing contact center loads using AI at scale.
The AI Solution
Comprehensive generative AI deployment: NameCheck and CallerCheck features to warn of mismatched payee names, AI-driven suspicious transaction alerts, plus AI-enhanced in-app virtual assistant.
Type of AI Used: Machine Learning and Generative AI combined
Results & Impact
By 2024, CBA achieved a 50% reduction in customer scam losses and a 30% drop in fraud cases after proactive AI alerts. AI virtual assistant cut call center wait times by 40%.
