Meet ChatIT, CBA’s AI-enabled IT help chatbot constructed with Azure companies – Cloud – Software program

Commonwealth Financial institution has make clear a generative AI-enabled IT help chatbot that broke cowl final week, revealing it’s constructed with Azure companies and accessed by way of Groups.

The chatbot, referred to as ChatIT, was highlighted in the bank’s annual report [pdf], as a brand new AI-powered functionality launched throughout FY24.

“We launched ChatIT, our generative AI-enabled IT help chatbot to assist our folks discover quick options to expertise points,” the financial institution wrote.

“With a mean response time of 14 seconds, over 10,000 staff have interacted with ChatIT and positively rated the expertise, permitting them to deal with extra significant work sooner and simpler.”

Government basic supervisor of world expertise companies, Mark Vudrag, informed iTnews that ChatIT was launched in Could and is accessible to each worker by way of Microsoft Groups.

“In three months, greater than 13,000 staff have interacted with ChatIT to hunt tailor-made solutions related to their particular person wants, for “how do I” associated queries, to test the standing of their tickets, and monitor main incidents,” Vudrag stated.

ChatIT can also be “designed to assist staff discover quick options to frequent expertise points similar to password reset and data associated queries,” he stated.

“It has redefined how CBA helps its staff by simplifying frequent IT troubleshooting and streamlining help, while adhering to strict safety protocols, making certain that delicate data is appropriately dealt with.”

On the backend, ChatIT is utilizing Microsoft’s Azure OpenAI service, together with Azure AI Search and an Azure-based pure language processing service.

To provide correct responses, ChatIT is hooking into the financial institution’s inner IT data base which is maintained in ServiceNow.

Vudrag flagged the long run integration of extra inner data sources, and an growth of ChatIT’s capabilities.

“Sooner or later, we plan so as to add thrilling enhancements to ChatIT to make sure it continues to fulfill our staff’ wants,” he stated.

“This contains simplifying the troubleshooting course of by permitting staff to submit screenshots of an error message with out having to translate it into phrases, offering the choice to switch to a human, and permitting larger entry to data sources similar to SharePoint, Jira and Confluence.”

Vudrag added that ChatIT is an instance of the financial institution utilizing expertise “to create user-friendly options that meet the evolving wants of a contemporary workforce.”