Before ChatGPT: How a Big Four Bank Used AI to Scale a Critical Process
During 2019-2020, long before generative AI became a boardroom talking point, a team of data engineers and data scientists built something quietly remarkable inside one of Australia’s largest banks. There were no large language models involved. No prompts. No ChatGPT. Just a well-defined problem, a disciplined team, and a willingness to let the data do the heavy lifting. This is that story. What Worked - Until It Didn’t! One of Australia’s Big Four banks was undergoing a significant shift in how it handled customer complaints. Complaints were arriving through multiple channels - phone, branch, online, third-party services - and all of them were being funnelled into a central database. So far, so good. ...