Bendigo and Adelaide Bank is building a capability to recognise signs of customer hardship during a live call, enabling it to deal with any issues in the moment.

Megan Papadopoulos, centre, speaks at the symposium.

The capability is using a near two-year-old deployment of Amazon Connect in its contact centre operations as a foundation upon which to introduce AI into its customer service operations.

General manager of customer contact Megan Papadopoulos told an AWS financial services symposium last month that the contact centre is one of the top AI users in the bank.

“Amazon Connect has given us the ability in the contact centre to be at the leading edge of the use of AI within the bank,” she said.

“Between us and the tech team, [we] would be the two teams that are using AI in producti

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