• Enamul Bhuiyan, Executive Manager, End User Experience at Commonwealth Bank of Australia


• 04.08.2026 10:15 am
#ITOperations

How much is technology friction impacting productivity in your organisation? Many IT leaders rely on metrics such as ticket volumes and Mean Time to Resolution. However, these measures only provide a partial view of digital workplace performance. In practice, a significant proportion of IT issues are never logged through traditional channels, meaning organisations often operate with only partial visibility of their environment.

A recent initiative at Commonwealth Bank of Australia, highlights the value of gaining a more complete view of the digital employee experience.

Introducing ChatIt

Recognising the opportunity to elevate the workplace technology experience, CBA introduced ChatIt in May 2024. ChatIt is a generative AI enabled digital assistant, built on a multi agent architecture, designed to drive faster diagnosis and resolution of common IT issues.

ChatIt integrates with Nexthink to leverage real time device, application, and network analytics, combined with automation workflows through Nexthink Flow. This enables more accurate diagnosis and faster, more consistent remediation of issues. Employees can interact with ChatIt at a time that suits them, describe their issue, and receive guided support with appropriate controls and authorisation at each step.

James Beare, Executive Manager - Service Owner for Nexthink at CBA, adds:
“By combining real time device insights with automation, we have been able to move from reactive support to a more proactive, experience led model. This approach helps us better understand employee needs and continuously improve the digital workplace.”

Adoption increased rapidly across the organisation, and many common issues can now be resolved in minutes.

Gaining greater visibility

Strong engagement with ChatIt highlighted the volume of previously unreported IT issues, providing greater visibility into employee experience beyond traditional Service Desk channels.

Even when issues require escalation, ChatIt helps streamline the process by capturing relevant diagnostic information and reducing the need for repetitive troubleshooting steps. This allows IT teams to focus more on complex problem solving and continuous improvement.

The insights generated through these interactions, combined with Nexthink analytics, provide a clearer understanding of how devices, applications, and the broader digital workplace are performing, supporting more informed technology decisions.

Moving towards a proactive model

Today, ChatIt provides support capabilities across the organisation, helping employees access assistance more easily. It represents an important step in CBA’s broader digital transformation journey.

More importantly, the integration of ChatIt with Nexthink analytics is enabling a shift from reactive support to a proactive, data driven model. By combining real time visibility across devices, applications, and networks with automation workflows, teams can detect emerging issues earlier and take action before they impact users.

This shift allows IT teams to focus less on reactive troubleshooting and more on prevention, stability, and continuous improvement of the digital employee experience.

From automation to anticipation

While automation significantly improved how we resolved IT issues, it also highlighted a key limitation. Many workflows still relied on employees initiating a request, meaning we were still operating in a reactive model.

Working closely with our Service Desk, Nexthink and ChatIt teams, we focused on pushing beyond traditional automation to better use the real time insights already available to us, including device health, application performance, and Digital Employee Experience (DEX) scores. The opportunity was to connect these insights with action.

Instead of waiting for an issue to be reported, Nexthink can detect early signs of degradation and trigger ChatIt to engage directly with the employee. With a simple confirmation, diagnostics and remediation begin immediately, with clear updates throughout the process.

From the outset, our vision for this work was clear and reflected in its execution. Delivering a “wow” experience is not about driving efficiency alone, it is about designing support that anticipates needs in real time and responds in ways that feel intuitive, human, and effortless.

A more complete picture

For IT teams, the objective is straightforward. To provide a secure, compliant and high performing environment that enables employees to do their best work. Our experience building and scaling ChatIt, supported by Nexthink insights, reinforces a clear lesson. Without full visibility into digital friction, that goal is far harder to achieve. By combining analytics, automation and employee centric design, organisations can move beyond reactive support and create a more seamless, proactive, and resilient digital workplace at scale.