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NAB Expands AI Customer Engagement Platform
7.2
National Australia Bank is preparing a major expansion of its AI-driven customer engagement capabilities after maturing its "customer brain", the bank said at Pega Innovate in Sydney. The system now uses about 3,500 models with 90% adoption and suggests more than 400 next-best actions, and NAB plans to scale to the thousands. It is testing Pega's GenAI Blueprint to convert legacy workflows into conversational agents for dispute resolution, marketing and debt-repayment automation.
Key Points
- 1Uses about 3,500 AI models with 90% adoption, suggesting over 400 next-best actions.
- 2Integrates Pega GenAI Blueprint to scale prompt-based application design and modernize legacy workflows.
- 3Enables automated dispute resolution, debt-repayment workflows and personalized customer guidance at scale.
Scoring Rationale
Strategic, bank-wide AI scaling and platform integration drive relevance and credibility, but the update offers limited technical novelty.
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