Having witnessed the transformative power of chatbot technology in responding to customer queries, ANZ New Zealand are investing in sophisticated AI and robotics to relieve increased call volumes on their contact centre agents. Despite starting as a contact centre extension, their digital journey has only just started as they develop their virtual robots to become a crucial tool in the lives of the bank’s customers.

·        Optimising chatbot and robotic capabilities to promote self-service

·        Determining whether the customer of the future ultimately wants more or less human interaction through new and existing data

·        Focusing on the customer to monitor and ensure trust is maintained for competitive advantage

·        Utilising virtual agents that can mimic human behaviours through improved scripting to create a more humanistic chatbot