The Customer Engagement Engine at CBA

CBA has been working on machine learning and AI for quite a few years now. In 2016, we had the vision or ambition to try and understand what the best conversations are front-line team or have them with customers. We've actually got a customer engagement engine which runs a thousand machine learning models over billions of data points. It's basically trying to make sure that we can have the next-based conversation every time our customers engage with us across our channels.