Suncorp says it will soon be able to communicate with customers in any language, as technology improves.

“Like most large organisations, Suncorp is experiencing a growing demand for multilingual support from our customers, and the rapid growth of powerful, generative AI technologies has really improved how we can communicate with our customers,” outgoing chair Christine McLoughlin said.

Ms McLoughlin told Friday’s annual general meeting: “We are continuing to explore opportunities to further assist our customers from non-English-speaking backgrounds to transact with us.

“For example, we’re expanding our chatbot capabilities through Bingle Buddy, which will soon support eight of the most spoken languages in Australia, and this enhancement will allow customers to interact in their preferred language while receiving responses in English.

“Personally, I find this very exciting … we’re fast reaching a point where we’ll be able to converse with our customers in any language, which is just wonderful.”

While Suncorp has invested in AI capabilities, it says it has made sure its technology strategy aligns with data ethics commitments. 

“Our investment in artificial intelligence ... is seen as a significant enabler to Suncorp strategy,” Ms McLoughlin said.

“At Suncorp, we’ve provided employees with a number of educational offerings and upskilling programs and this will be an ongoing journey as AI continues to evolve rapidly.

“Suncorp’s risk appetite statement specifically requires that all material models, including artificial intelligence, be designed in an ethical manner, in alignment with Suncorp data ethics commitments, which are aligned with Australia’s AI ethics principles.

“These data ethics commitments include reliability, safety and fairness, which incorporates the risk of bias, AI hallucinations and other issues that can arise from using AI.”