The Commonwealth Bank of Australia (CBA) has announced it has rolled out an artificial intelligence (AI) microlearning series to all its employees.
To support the bank in enhancing customer experiences through AI, employees will participate in the “AI For All” education series, featuring short, engaging videos on key topics on generative AI, deep learning and responsible AI.
Since its launch in May 2024, the microlearning series for CBA’s 43,000 employees has garnered over 22,000 views across its nine-module videos.
Jane Adams, Executive General Manager of Human Resources Technology at CommBank, said: “CBA 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.”
This initiative is central to CBA’s aim to develop world-class data and AI capabilities for its customers. Adams views AI as a tool to safely and responsibly address the right challenges, consistently improving experiences and outcomes for customers and communities.
She added: “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.”
The bank has been utilising AI for several years and has reaped significant benefits, particularly in enhancing fraud protection.
Additionally, the bank has utilised the technology to identify abusive behaviour. In 2021, CBA implemented AI and machine learning to detect inappropriate content in transaction descriptions within the CommBank App and Netbank.
CBA’s Chief Data and Analytics Officer, Andrew McMullan, stated: “At CBA, 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.”
