Jamie, ANZ’s First Digital Assistant Qorus Banking Innovation Awards 2018

ANZ, with NZ Tech Company Soul Machines, have created Jamie, ANZ’s first Digital Assistant. Launched in public pilot, July 2018 on help.anz.co.nz, Jamie can answer questions on the 30 most frequently searched topics. With a human face, voice, and unique personality Jamie can help customers with their banking anytime on a range of devices. ANZ has a strategic goal to become the ‘digital bank with a human touch’. We know 1/3 of our customers don’t use our digital channels; and we know people have been talking face-to-face longer than we’ve been using screens. The public pilot enables us to test consumers’ appetite for interacting with a digital assistant and the readiness of the underlying technology. ANZ is the first bank in Australasia to launch a publicly available digital assistant online and available across devices, and the only local bank to do so. In her pilot location on the Help site, Jamie is reinventing the web experience and the way people find information online. As the technology evolves we believe a Digital Assistant will be able to deliver a seamless, personalised experience across the full range of our digital channels. ANZ NZ’s in-house project team is made up of representatives from across the business with a range of skill sets, from developers to film makers, and 60% of the team that brought Jamie to life are women. Since launching into public pilot Jamie has had 8500+ conversations and we have learnt that consumers are ready to engage with this innovative technology.