How Commonwealth Bank of Australia uses AI

Commonwealth Bank combines several AI controls against scams and fraud. Its fraud systems monitor more than 80 million signals a day and the CommBank app sends proactive warning alerts on payments that look risky; NameCheck and Confirmation of Payee check payee details on first time payments. From August 2025 customers are asked to verify certain online card transactions in the app, in real time, before they are authorised. In April 2026 the bank described an agentic system that spots emerging fraud patterns and proposes new detection rules, which the fraud analytics team reviews and approves before they go live. The bank reports a 76% fall in customer scam losses since their peak without attributing it to any single tool, and says its fraud detection technology played a role in cutting fraud losses by over 20% in the first half of FY26.

• Fraud loss reduction: 76%, second half of FY25 versus first half of FY23 (the peak)

  "CommBank has seen a 76% drop in customer scam losses since peak (2H25 vs. 1H23)"

  Claimed by: organization
• Interactions handled: at least 40,000, per day on average, proactive warning alerts in the CommBank app

  "Each day, CommBank processes more than 20 million payments on average and sends more than 40,000 proactive warning alerts on average to customers via the CommBank app."

  Claimed by: organization
• Fraud loss reduction: at least 20%, first half of FY26 versus first half of FY25

  "The bank’s fraud detection technology has played a role in helping to reduce fraud losses by over 20% in the first half of the 2026 financial year compared to the first half of the 2025 financial year."

  Claimed by: organization

Commonwealth Bank built a central AI orchestration agent that reads the customer's intent and routes it to a conversational AI, retrieval over public content, a deterministic guarded path for regulated journeys such as fraud disputes, or a human specialist with the full context, on its messaging channel. It migrated nearly 700 chatbot topics and launched a generative AI banking chatbot in November 2024. Voice bots are a planned extension of the orchestration layer.

• Containment rate: about 84.6%, May 2026, self service messaging

  "In May 2026, approximately 84.6% of self-service messaging interactions were resolved end-to-end in the messaging channel."

  Claimed by: vendor

Commonwealth Bank's Customer Engagement Engine (CEE), built on Pega Customer Decision Hub, suggests in real time the next best conversation to have with each customer, whether in the branch, on the phone, online or on a mobile device. Beyond suggesting conversations, the bank uses it to match customers to government benefits and rebates they may be missing (Benefits finder) and to reach customers hit by natural disasters with same day support such as a loan deferral. The same decisions feed digital channels and prompts for branch and contact centre staff.

No outcome disclosed.