CommBank equipping employees with AI education 

CommBank is skilling employees through access to an artificial intelligence microlearning series, helping the bank to deliver better customer outcomes as it reimagines the banking experience with the acceleration of AI.

The education series, AI For All, consists of engaging bite-sized learning videos covering important topics such as generative AI, deep learning and responsible AI. In addition, employees across the Bank will also be able to upskill through AI training with varying technical complexity aligned to the requirements of their role.

Launched in May 2024, to approximately 43,000 CommBank employees, the microlearning series has generated more than 22,000 collective views across the series’ nine learning module videos.

The development of the series forms part of CommBank’s ambition to deliver a world-class data and AI capability for the benefit of its customers. With growing integration of AI into the bank’s ecosystem, ensuring its employees are skilled and ready to harness the transformational power of this technology is helping the bank bolster its leadership in the space. 

According to CommBank’s Executive General Manager Human Resources Technology, Jane Adams, the microlearning series is just one of the ways the bank is helping to skill its people to ensure they can use AI safely and responsibly to solve the right problems, and consistently deliver better experiences and outcomes for our customers and communities.

“CommBank is at the forefront of AI innovation and it’s critical that we empower our people with the skills they need to come on that journey with us. We know AI is an increasingly important tool for delivering the best products and experiences for our customers, and in line with this we’re committed to fostering a skilled, future-ready workforce, and ultimately building a brighter future for all, including our people,” said Ms Adams.

The bank has been utilising AI for a number of years, and as leaders in this space has seen the incredible benefits it can provide — notably helping better protect customers from fraud and scams, and in detecting technology-facilitated abuse. As global leaders in responsible AI, the bank has a principles-based approach to the policies governing the design, development, deployment, and use of AI systems.

“When designing the content for our AI training suite, it was essential that responsible AI was a core topic. Regardless of the particular job someone has at the bank, we all play a key role in using AI responsibly and managing AI risk,” said Ms Adams.

CommBank’s Chief Data and Analytics Officer, Dr Andrew McMullan, added: “At CommBank, customer obsession is part of our DNA, and we want to deliver exceptional experiences for every single customer, every single time. To do this we need to use AI better than anyone has before, and we can’t do that without our people. We're building a customer-obsessed culture and empowering our people with the skills for the future is a key part of that.”

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