ANZ Launches Smart AI CRM to Elevate Business Banking Experience

ANZ has launched a new agentic AI-powered Customer Relationship Management (CRM) system for business banking, marking a major shift in how the bank serves its commercial and small-business clients. Significantly, ANZ has become the first bank in the Asia-Pacific region to deploy Salesforce’s Agentforce 360 platform at scale, embedding advanced AI capabilities directly into its frontline operations.

To begin with, this investment aligns with ANZ’s 2030 Strategy, which prioritizes simplicity, speed, and a customer-first approach. At the same time, the bank plans to increase its business banking workforce by nearly 50% by 2030. Consequently, the new AI-powered CRM will amplify banker productivity, enabling staff to spend less time on manual tasks and more time supporting customers.

Moreover, the new system replaces a fragmented legacy infrastructure that previously relied on 20 separate platforms. By consolidating all relevant customer data into a single, intuitive dashboard, ANZ has significantly reduced the time bankers spend switching between systems. As a result, relationship managers can now access critical information more efficiently and make faster, better-informed decisions.

Additionally, with Salesforce’s Agentforce now embedded in the CRM, the platform does more than display data—it actively performs intelligent, value-driven tasks. For instance, bankers can retrieve real-time account summaries instantly, a capability expected to save each banker roughly one working month per year. Meanwhile, a new AI-driven chat interface simplifies data searches and delivers more insightful customer intelligence.

Importantly, this deployment follows a successful nationwide rollout across ANZ’s business banking and frontline teams, ensuring strong adoption before full-scale implementation.

Commenting on the transformation, Clare Morgan, ANZ Group Executive, Business & Private Bank, said:

“Our new platform is a game changer - simplifying systems, saving time, and helping bankers focus on what matters most: building strong relationships and helping customers run and grow their businesses. It’s one of several major investments we’re making to uplift our frontline and deliver on our customer-first strategy.

“We’re also accelerating our digital roadmap, bringing forward the launch of the ANZ Plus front end for most small to medium business customers to late 2027. That means a more seamless, connected experience for our customers on a market leading platform.

“We know running a business is hard. Our job is to make banking easy and simple.”

Beyond efficiency, Agentforce will automate routine processes, structure unorganized data, and streamline workflows across the bank. In turn, bankers will gain clearer visibility into opportunity leads, richer customer insights, and better tools to prioritize their daily activities.

Furthermore, ANZ continues to refine the platform using direct feedback from bankers, ensuring that AI actions and system outputs evolve in line with real-world needs.

Finally, the rollout strengthens ANZ’s leadership position in business banking, coming on the heels of its record tenth win as Canstar’s Small Business Bank of the Year. This milestone reinforces ANZ’s long-term commitment to supporting small and medium enterprises across Australia. 

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