Australia. Deloitte Digital develops chatbot for swamped pension funds
Due to Covid-19 disruption, superannuation funds are being swamped with enquiries. In a rapid response to client demand, Deloitte Digital has managed to develop a ‘Covid-19 Super Bot’ to help funds manage the huge rise in the number of requests coming their way.
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For most superannuation funds in Australia, the nature of enquiries flowing in is considerably predictable. But following the Australian government’s recently announced decision that individuals facing financial strain could access up to $20,000 of their superannuation funds, the number of incoming requests has ballooned.
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A flurry of activity amongst financially strained Australians has unfolded, most of whom picked up their phone and dialed into their superannuation fund providers, putting the latter under significant strain. In discussion with AFR, Deloitte Digital Partner Joel Lipman said that superannuation funds are understandably struggling.
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“I was talking with one of our clients, a larger industry fund, and they were reflecting that [in late March] they had experienced the biggest day ever in terms of member activity in the history of the fund. They just weren’t coping at all. They were inundated and couldn’t answer the number of inquiries.” he said.
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