What is our virtual assistant?

Our virtual assistant is a chatbot designed to answer your general banking questions in real time.  
It can answer questions about our products, as well as give you self-service instructions to solve many common banking functions.


Our virtual assistant can help you complete basic banking tasks without having to chat to a person.

Lodge a complaint

Use our simple three-step process to lodge a complaint.

Say: "Lodge a complaint"

Find your nearest branch or ATM

Easily find your nearest branch or ATM by postcode, suburb or geolocation services (where available).

Say: "Find my nearest branch/ATM"

Connect to a banking specialist

If our Virtual Assistant can't provide the answer you need, it can connect you to a live chat banker.

Say: "Speak to a person"

Where you can find the virtual assistant

You can find our virtual assistant on many (not all) of the pages on our website. You can also access our virtual assistant when you’re logged into NAB Internet Banking on your desktop or when you’re logged in to the NAB app on your phone.

On the NAB website

  1. Click the red chat button at the bottom-right of the web page.

In NAB Internet Banking

  1. Log into NAB Internet Banking.

  2. Click the red chat button in the bottom-right corner.

In the NAB app

  1. Log into the NAB app on your mobile device.

  2. Tap the red chat icon in the top-right corner.

Types of questions you can ask our virtual assistant

  • How do I view my statements?
  • Can I increase my transfer limit?
  • How do I close my account?
  • How do I update my contact details?
  • My card is about to expire, do I need to order a replacement?

Remember that to chat in Internet Banking or the NAB app, you’ll need to be logged in first.

If your question is account specific, it helps if you chat while you’re logged into Internet Banking or the NAB app. This way,  if you need to be transferred to a live banker they can pull up your banking details.

How to chat to our virtual assistant

Follow these language tips to have a better conversation with our virtual assistant:

  • Only ask one question at a time.
  • Type your question fully before sending it.
  • Use full words instead of abbreviations – e.g. ‘account’ not ‘acct’.
  • Don’t include account-specific details (e.g. account numbers, passwords, personal details).
  • Short and simple questions or statements work best. For example:
    • How do I change my repayments?
    • I don’t recognise a transaction.
    • I need help with statements.

Need to talk to a person

Our virtual assistant can answer most of your general enquiries, but we understand that sometimes you need human support to solve complex banking tasks.

To be transferred to a live chat banker:

  1. Log in to either NAB Internet Banking or the NAB app.
  2. Type ‘speak to a person’ in the chat window.
  3. Follow the prompts.

Keeping your chat secure

Your chat is secure, but you should never share sensitive information such as your PINs, login details or passwords.

Chats are recorded for training and quality purposes and any personal information you provide will be handled in accordance with our Privacy Notification. Find out how we keep your info safe.


In 2020, our virtual assistant was the winner of two prestigious Global Retail Banking Innovation Awards.

Best Chatbot Service

2020 Winner – Global Retail Banking Innovation Awards

Best Automated Chatbot Initiative

2020 Winner – Global Retail Banking Innovation Awards

More information

  • Our virtual assistant uses artificial intelligence called natural-language processing to understand your questions and provide an answer that matches keywords.

    Our virtual assistant has been trained based on tens of thousands of real customer interactions. We’re always assessing and improving the accuracy of our virtual assistant and adding more content, so you can expect it to get better all the time.

  • Our virtual assistant is available on most NAB web pages, but not all of them. To chat in Internet Banking or the NAB app, you need to be logged in first. Note that the virtual assistant is not available on all Internet Banking and NAB app pages.

Important information