How Westpac uses AI

Westpac built five AI agents on Amazon Bedrock AgentCore that work alongside bankers in its home lending and credit card application processes. Two agents extract data from a customer's payslip and verify it against lending policy and the required calculations, while a third, an "account scrutiny agent", classifies transactions and spending from manual bank statements. The agents hand their output to a banker to review before the application continues, and the bank says they are running in production, not as prototypes.

Forrester's 2025 review of Australian mobile banking apps, as reported by Mi3, ranked Westpac first for the third year running and credited AI features that nudge customers toward better financial decisions. The same coverage says that the big four Australian banks still fall short of what customers most want, including timely alerts and personalised guidance. This is an analyst assessment of the app, not a result published by the bank.

In May 2025 Westpac announced that it was piloting an AI call assistant with its specialist scam and fraud team. It transcribes live customer calls, flags indicators that the customer may be about to pay a scammer or is being coached in the background, and suggests questions for the banker. It sits alongside SaferPay (questions before high risk payments), SafeCall (verified calls through the app to resist spoofing), Westpac Verify (payee name mismatch warnings) and inbound payment detection. The bank reports early qualitative results only.