I was happy to see they are planning to use AI to assist call centre staff rather than replace them. It sound like they are planning to use AI in a helpful way, hopefully it works out that way.
The worry with AI is always when it is used to replace people with no oversight - like robodebt, or chatbots that block the ability of customers to get through to talk to a person.
“Macquarie Bank is taking an AI-first approach to banking. The bank is using AI to automate processes and improve customer experience. The bank has developed an AI-powered chatbot that can answer customer queries and provide financial advice. The chatbot is available 24/7 and can handle a wide range of queries. Macquarie Bank is also using AI to analyze customer data and provide personalized financial advice. The bank is also using AI to automate back-office processes such as compliance and risk management.” - another AI