The Commonwealth Bank is considering using conversational AI platforms such as ChatGPT, but is carefully assessing the potential risks and reliability of the outputs.
Chief data and analytics officer Andrew McMullan stated that the bank is aware of the challenge of understanding what generative AI is drawing from to produce answers and that the data it learns from could potentially be biased.
CBA has policies in place for experimentation and use, and McMullan acts as an AI risk steward to ensure that every use case is well-considered before implementation.
The bank is exploring use cases for generative AI that could augment its customer service offerings and simplify tasks for frontline staff. McMullan also stated that AI has been helpful in monitoring IT systems and reducing duplication of data.
The bank continues to invest in academia and skills to work with AI and data, and McMullan is excited about the advancements in machine learning and the potential for great capabilities to support customer experiences in Australia over the next decade.