The Commonwealth Bank of Australia (CBA) is expanding its existing partnership with tech giant Microsoft, with a focus on initiatives to improve customer experiences and cybersecurity. The extended partnership will concentrate on the wider adoption of generative AI (Gen AI) and ongoing cybersecurity initiatives.

Key elements of the partnership include the development of a CommBank Copilot to resolve customer queries faster, sharing intelligence to enhance cybersecurity, developing cyber skills capability, and increasing collaboration between engineering teams. Engineers from Microsoft’s Seattle headquarters have already begun working with CBA on experiments with real-life use cases to improve customer experience.

“Working in partnership with Microsoft, alongside other external partners, gives us the opportunity to access the global expertise in a range of areas so we can deliver more for our customers – including the incredibly fast-moving area of generative AI,” said CBA’s Group Executive, Technology and Group Chief Information Officer, Gavin Munroe. He also highlighted the potential for the partnership to deliver technology that will allow customers to interact with CBA seamlessly and resolve queries faster than ever before.

The partnership also aims to deliver technology that will allow customers to interact with CBA seamlessly and resolve queries faster than ever before. It also aims to address societal challenges through enhanced cybersecurity and sovereign capability development.

Microsoft Australia and New Zealand, Steven Worrall, Managing Director, said: “Our collaboration will also go beyond immediate business outcomes, addressing critical societal challenges through enhanced cybersecurity and sovereign capability development,” he said.

The bank is already leveraging the generative AI-powered CommBank Copilot for Microsoft 365 to simplify internal operations and GitHub Copilot, with the goal of delivering code faster and freeing up time for more creative work. This move underscores the bank’s commitment to delivering world-leading digital experiences and technology, and Microsoft’s dedication to fostering a safer, more secure digital environment for all Australians.