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Melbourne Aug29(TIE) New figures from Commonwealth Bank highlight a record number of claims being started by customers wanting to access unclaimed government benefits and rebates using the bank’s Benefits finder digital feature.
The spike comes after Commonwealth Bank started harnessing its Customer Engagement Engine2 to proactively engage with large numbers of Australians who have been potentially impacted by recent COVID lockdowns.
CBA’s Chief Data & Analytics Officer, Dr Andrew McMullan said: “We’re using our world-leading data and analytics capabilities, along with artificial intelligence and machine learning, to quickly engage with customers potentially impacted by various states of lockdown and offer support.
“We’ve recently sent more than 66 million localised and personalised in-app messages to relevant customers and understand the value this adds to their lives. We regularly contact customers within 24 hours, and sometimes the same day, following any government announcement advising of additional support available.”
Dr. McMullan added the bank had contacted 4.7 million customers about government benefits and rebates that they may not have been aware they are eligible for.
“We’re focusing on offering customers global-best digital experiences and last month customers started more than 180,000 claims using Benefits finder. This is the largest monthly number of claims ever started since we launched the digital feature in 2019 and uplift of more than 150 percent when compared to the same period last year.
