By Microsoft Source Australia & New Zealand
Publication Date: 2026-04-13 21:20:00
Westpac NZ is the first major company in New Zealand to adopt a Microsoft platform with built-in AI to enable employees to have better conversations with customers and reduce wait times in the contact center.
Last week, Westpac began rolling out the Microsoft Dynamics 365 Contact Center as a Service (CCaaS) platform. When a customer calls the bank, the AI component of CCaaS assists the customer service representative by automatically providing the customer’s relevant bank profile as well as information about any products they might inquire about in real time.
The announcement comes as new research from the bank shows widespread support for the use of AI to improve banking services.
In a nationally representative survey of 529 people conducted by research platform Ideally, 65% of respondents said they were comfortable or neutral on the idea of their bank using AI to help contact center agents respond to their questions more quickly (45% satisfied, 20% neutral).
