It’s not every day your bank sends a message that feels like it really gets you. But that’s exactly what NAB’s Customer Brain is designed to do.
06 June 2025 | 2 min read
18 June 2026
Faster access to data across the bank
- NAB releases conversational analytics capability to analytics community.
- Rollout of Databricks’ Genie enables teams to explore data asking simple questions, saving 2-4 days per use case.
- Customers benefit as teams move faster using shared, trusted data across the bank.
National Australia Bank (NAB) has begun rolling out a conversational analytics tool that makes querying complex datasets as easy as asking a plain English question and receiving answers in seconds.
Databricks’ Genie and Genie code tools are now live within NAB’s analytics community.
Early use shows 2 - 4 days of development time saved per use case, with further gains expected as adoption grows, making it easier for teams to access trusted data and support better decisions.
NAB is the first bank in Australia using this capability in its analytics community, with broader business access now being piloted, supported by training and clear governance guardrails.
The rollout builds on NAB’s broader data strategy, moving beyond static reports to shared data sets that teams across the bank can rely on. This means teams supporting customers, managing risk and preventing fraud can access consistent, up-to-date insights faster.
Pictured (L to R): NAB's Head of AI Science Nitin Sachdeva , NAB Executive, Data & Analytics John Whiston, and Databricks' Junchi Liu explaining how NAB is using data for better banking at Databricks' Data & AI summit in San Francisco
Paring AI and advanced analytics, NAB can bring together information like service interactions, transactions and customer details to better understand what customers need in key moments. These help power NAB’s Customer Brain, enabling more timely and relevant updates that keep customers informed and in control.
NAB Executive for Data and Analytics Jessica Cuthbertson said transaction disputes are a good example of how bringing together more data sources helps NAB improve customers’ experience at an important time.
“It means we can keep customers proactively informed at each stage - whether we need more information, the case is under review, or it has been resolved. This reduces uncertainty for customers and that’s important,” Ms Cuthbertson said.
“We can see the difference it makes - customers who are proactively informed throughout the process are 30% less likely to call to get information or for peace of mind.”
The Genie tools rollout and move to shared, access-controlled data sets reflect NAB’s commitment to consistent reliable data underpinning decision-making across the bank.
“This is about turning data into action,” Ms Cuthbertson said.
“In banking, we must balance speed with strong governance, and this approach lets us do both.
“For our colleagues, it means less time searching for information and more time applying their judgement where it matters.
“For customers, that translates to more consistent, better experiences.”
Key facts:
- Genie allows users to ask questions of data using natural language translating plain-English business questions into governed SQL queries, and returning auditable answers in seconds.
- Initial rollout is with NAB’s analytics community, with pilots underway to enable wider business access.
- All access is governed by existing permissions and controls, ensuring data security and privacy obligations are upheld.
