Customer engagement

Meet Ceba, Commonwealth Bank of Australia’s intelligent virtual assistant

As one of Australia’s biggest banks, Commonwealth Bank of Australia serves more than 17 million customers across its multinational operations. To serve its digital-savvy customers more effectively, the bank partnered with Nuance to build an intelligent virtual assistant. Ceba, the bank’s award-winning virtual assistant, has handled more than 15.5 million interactions since its launch in 2018, handling everything from card activation to loan payment deferrals. Over 60% of incoming contacts are now handled end-to-end within the assistant, freeing up live agents to work on more complex cases.

Posted May 9, 2022
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Customer engagement
How ANZ Bank in New Zealand redesigned its IVR and authentication to deliver intuitive voice experiences

New Zealand’s banking leader modernises its IVR with Nuance Conversational IVR and biometri

March 10, 2022
Customer engagement
Meet four banks making smart use of conversational AI

Learn from the conversational banking successes of brands in the UK, Europe, and Australia

October 5, 2021
Smartphone app with icon network on speaker mobile smartphone device and port for voice identity recognition in digital smart technology
Customer engagement
Bank Australia joins a wave of brands leading the world in customer authentication

It’s now offering customers a simpler, more secure experience with voice biometrics

June 1, 2021
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Customer engagement
Nuance and Commonwealth Bank of Australia’s virtual assistant ‘Ceba’ wins APAC Stevie® Award

Ceba is powered by advanced machine learning and conversational artificial intelligence

May 24, 2021
Customer engagement
Compelling conversations: Transforming CX at National Australia Bank

Couldn’t make the webinar? Here’s what you missed.

September 30, 2020
Australia
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