case study

Contact Centre ‘Voice’ – Reimagining Technology

Context

ANZ Contact Centres handle millions of customer interactions across Retail, Commercial, and Institutional banking.

The legacy voice technology created friction, with long wait times, often requiring customers to repeat themselves to multiple bankers (agents) with varying degrees of success of their issue. It wasn’t uncommon for a customer to call multiple times and still not have their issue resolved, particularly in the Retail sector.

ANZ sought to explore AI-driven enhancements to improve both customer and banker (agent) experiences.

approach

User research — Conducted interviews with contact centre staff to capture pain points.

Journey mapping — Designed future-state customer, banker, and supervisor experiences.

Technology scoping — Identified gaps in current platforms and potential AI applications.

Strategic framing — Positioned design outputs to influence funding and executive buy-in.

my role

I was responsible for designing and mapping user journeys to inform the strategy and business case for ‘Voice’ pathways:

  • Created end-to-end journeys for customers, bankers, and supervisors.

  • Partnered with technology teams and external vendors to explore AI capabilities and simplification of IVR (Interactive Voice Response) for each business division.

  • Gathered insights from frontline bankers to identify pain points.

  • Produced artefacts to support funding and approval conversations.

outcome

  • Delivered customer and banker journeys that clearly articulated pain points and opportunities.

  • Provided a roadmap for phasing AI integration into the Contact Centre Eco Systems.

  • Enabled leadership to make informed decisions about future investment and potential phasing of certain technology.

impact

Set the foundation for AI-enabled customer support that reduces repetition, improves banker (agent) efficiency, provides visibility and training opportunities to supervisors, and enhances service quality across ANZ’s Contact Centres.

The ‘Voice’ journey maps the customer, banker, and supervisor experience in Contact Centre interactions, showcasing new technology features while integrating with existing systems.