NAB has launched a digital assistant that helps MLC members engage with their superannuation.
Available on Google Home devices, Talk to MLC answers 15 common questions members ask: such as how to open an MLC account, find lost super and change investment options.
MLC customer experience specialist Peter Forster said the super fund expects most members to access superannuation in a way that’s convenient and personalised without the need for passwords.
He said millennials and older Australians will likely be the first to embrace Talk to MLC.
“The technology took us six weeks to develop and deploy, and we’re in the process of developing other technology at a similar speed that will help to reduce asymmetry of information and further benefit our customers,” Forster said.
He added in the near future MLC will be able to provide personalised tips to help members boost their super; project where their super balance will be at retirement time; and advise how best to invest their money in super.
NAB executive general manager of digital and innovation Jonathan Davey said the proliferation of voice-activated, hands-free devices such as Siri and Google Home and Amazon’s Alexa in the Australian market is reshaping consumer behaviour and expectations.
“We live in a world that wants instant gratification. We want quick answers and problems that are solved immediately – we don’t want to be left waiting. Our lives are busier than ever before,” Davey said.
Early this year, CBA launched Ceba, a chatbot that recognises about 60,000 consumer banking questions.
Ceba’s point of difference, according to CBA executive general manager digital Pete Steel, is that it can actually carry out tasks for customers, rather than providing instructions on how they can be done.
ANZ is also deploying chatbots with the help of Progress’ NativeChat, to enable customers to converse and transact with chatbots naturally. NASDAQ-listed Progress helps develop industry-specific and self-learning chatbots for organisations.
