Online Assistant for National Australia Bank, a $5 billion profit bank ranked by Forbes as one of the top 25 in the world, with almost 200 million web visitors p/a. Went live in 2008 providing support in Credit Cards, Home Loans, Accounts and Internet Banking. Additional comments by developer MyCyberTwin:
When NAB’s CyberTwin went live in 2008, it was the first unrestricted, easy to find, direct-to-public chatbot
for a large global bank.
NAB started out using a CyberTwin in their credit card division. They quickly realized that their virtual agent
, despite the quick build time, was performing at high levels of accuracy (94%) and increasing sales and customer satisfaction significantly. Additionally, the virtual agent was helping customers make complex product purchasing decisions, as well as providing account support for existing customers.
In 2009 NAB expanded the solution from credit cards into home loans, in 2010 into email support, and in 2011 into Internet banking, savings accounts and deep personalized account support.
In 2009, NAB head of direct channels said to the media .....
"We are very pleased with the technology and will invest and expand it across other areas of the business. With traditional help we never knew if we were solving our customers’ problems but we now have a two-way conversation..... You just don’t get that interactive customer feedback opportunity very often and that has allowed us to significantly improve the content we have online, so we have expanded it and linked it with other applications.”