Bankwest, which has transformed into a digital bank to meet growing customer preferences for online experiences, is embedding Microsoft technology into its customer contact centre to enhance two parts of the customer experience, according to Microsoft Source Asia. The first is its AI chat assistant, Bee, built to respond to basic queries such as how to reset a password or lock a stolen card using natural language conversation cues to deliver instant answers and improve self-service without human intervention. If Bee cannot resolve an issue or detects a need for human assistance, the second part—built with AI technology as part of the Microsoft Dynamics 365 Contact Centre—can transfer the conversation with full context and a summary to a Bankwest colleague and gauge customer sentiment via an inbuilt feature. Customers can engage asynchronously, and lengthy threads are condensed into concise, actionable summaries for quick follow-up. Senior Customer Engagement Consultant Amee Mitchell, who has assisted Bankwest customers for 15 years, said the solution empowers colleagues to deliver faster, more informed support so customers feel genuinely heard and understood. Home Lending Specialist Ty Luong said access to Copilot helps by drafting simplified or more structured responses, uplifting conversation quality.