KerryAnn Bartle

NAB wanted to embrace Artificial Intelligence and take advantage of this new technology to relieve their people from mundane tasks and free them up to focus on all things ‘customer-centric’. Robotics Process Cognitive Automation was created to help them deliver on their strategy by improving processing accuracy in record times. To further increase their use of this new cutting-edge technology, a NAB Robotics team was established; the aim was to improve outcomes for their business and customers.

This service was created to provide business virtual workers or “agents”. These virtual workers free up their people to focus on more value add tasks that more directly contribute to creating better customer outcomes. To primarily move their people away from Administrators to Servicers. A service that delivered operational efficiencies, a “business enhancer”, a key enabler and “service partner” for the business. This service opened up efficiency and market place opportunities that couldn’t be done or were too expensive to entertain before automation was available.

A friendly, approachable and non-threatening brand identity was created to rollout across their intranet site, print and digital assets. The objective of these concepts was to encourage NAB employees to adapt to the new technology and embrace this service as a helpful friend, not a foe threatening their jobs.