Financial Wire

Westpac NZ Rolls Out Microsoft AI Tool to Support Customer Conversations

-- Westpac Banking's (ASX:WBC, NZE:WBC) Westpac NZ has launched a Microsoft platform with built-in AI to support conversations with customers and reduce contact center wait times, the company said Tuesday.

Westpac NZ said it is "the first major company in New Zealand" to roll out the Microsoft Dynamics 365 Contact Centre as a Service platform, which will automatically furnish a customer's relevant banking profile and other information for representatives who are talking with a customer.

"We expect to deploy the product to all our contact centers by August, meaning configuration, delivery, testing and full deployment will have been completed within the space of one year," said Russell Jones, Westpac NZ's chief information officer.

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