Great Southern Bank Reveals First AI Agents

🔑 Enhanced Key Takeaways

• •The bank's data modernisation, initiated in 2021, involved a 'scorched earth' strategy to consolidate legacy systems and eliminate three primary data warehouses in favor of a unified Databricks Lakehouse architecture.
• •The deployment of AI agents is specifically intended to handle complex internal tasks such as forecasting, stress testing, scenario planning, and automating business assurance activities for small business customers.
• •The bank's AI strategy is supported by a multi-year cloud migration to AWS and the implementation of NICE CXone, which has already enabled AI-driven features like interaction analytics and real-time guidance for contact center staff.

🛠️ Technical Deep Dive

• •Architecture: Databricks Lakehouse platform serving as the central data repository.
• •Governance: Utilization of Databricks Unity Catalog for unified data governance.
• •Business Intelligence: Integration of Databricks Genie modules for natural language-based business intelligence.
• •Contact Center AI: NICE CXone Mpower platform, incorporating Enlighten AI for customer satisfaction and interaction analytics.
• •Cloud Infrastructure: Migration of approximately 90% of applications to Amazon Web Services (AWS).

🔮 Future ImplicationsAI analysis grounded in cited sources

⏳ Timeline