Microsoft’s Azure Bot Framework has saved National Australia Bank (NAB) $1.2 million in support team costs since its deployment seven months ago.
NAB chose Azure Bot Framework from Microsoft to build its NAB Bot, based on four key considerations:
- UI design
- Authentication
- Usability
- Security
- Cost.
Raj Ghuliani, head of technology for workplace support services at NAB, spoke at the Microsoft Ignite spotlight session on Friday about the organization’s NAB Bot journey.
“It has improved productivity, reduced costs and enabled a better customer experience.” he said
Ghuliani says that after completing a proof of concept, NAB implemented NAB Bot across the organisation’s 35,000 employees, and it has been used 57,000 times across 800 use cases.
“It’s pleasing to see that just over 50 percent of the NAB Bot traffic was generated by customer-facing NAB employees.”
“Because we know that our NAB customer-facing employees need to focus on serving our customers rather than using technology or other support teams, they were able to accomplish both at the same time,”
“National Australia Bank is also looking to NAB Bot to fulfil servicing queries related to human resources, property services, business support procurement, applications and compliance-related questions,” says Ghuliani
According to Ghuliani, NAB is planning for the NAB Bot to become the single source of truth for support staff.
“What we are planning on doing in the future as part of our target state is to ensure that NAB Bot aggregates and becomes the single point of truth and source.” he said.
Working closely with Microsoft engineers and architects, NAB developed and deployed the master chatbot for employees.
Staff members can access the NAB Bot using the Teams app on their computers or mobile phones. The bot is also available as a web interface with access restricted to NAB employees.
Since the NAB Bot went live in November 2021, employees have used it more than 53,000 times and given it an average employee rating of 4½ out of five.
