Banking on innovation.
Problem
Westpac Australia faced the challenge of modernising customer interactions while maintaining the trust and security essential to banking. Traditional R&D approaches were too slow and risky for testing innovative ideas in a highly regulated environment.
Solution
We created a secure innovation sandbox using React.js for rapid prototyping, while Google Dialogflow powered natural language understanding. By integrating Soul Machines' Digital People technology, we built lifelike digital banking assistants that could handle complex customer queries. The entire system ran on Google Cloud Platform, ensuring enterprise-grade security and scalability.
Results
The R&D program delivered valuable insights about customer interactions with digital banking assistants. Pilot programs showed significant improvements in customer satisfaction, while the digital assistants proved capable of handling many routine queries effectively. The project demonstrated how traditional banks can successfully explore innovative technologies while maintaining their essential security and compliance standards.
Technologies