New NAB platform lets customers ask Google about their banking

Elizabeth Barry 6 October 2017

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NAB customers can now chat about banking to their Google Home or to their smartphones via the Google Assistant.

NAB has launched a pilot app that allows their customers to ask general banking questions via the Google Assistant platform, a first for Australia. Through "Talk to NAB", customers can ask questions such as how to open a bank account or reset their password to their Google Home or their smartphone via the Google Assistant.

NAB executive general manager Digital & Innovation, Jonathan Davey, said the bank is responding to customer feedback regarding choice.

“It’s our job to make banking simple and easy for our customers; we know they want more self-service capability and they want to be able to solve basic questions in a channel that suits them and when it’s convenient for them.”

Most queries customers can ask are only general, such as how NAB products work or what fees and limits there are on loans and credit cards. However, customers can ask what their login details are and also ask NAB to help them pick a credit card.

Davey said that the new offering will complement the work of NAB's frontline bankers.

“This is very much a first step for us in the voice-based smart assistance space; we will continue to develop our capability with the Google Assistant over time, so it can answer more questions and perform more tasks for NAB customers,” he said.

This app joins other "self-assistance initiatives" offered by the bank such as the virtual banker chatbot for businesses and the Facebook chatbot pilot which is currently in operation. Other banks, such as UBank, have also offered chatbot and other AI-based offerings to their customers.

NAB's integration with Google Assistant is currently live and available to all customers with Google Home or a smartphone with the Google Assistant.

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