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Meet Jamie - ANZ's Digital Assistant

Who is Jamie, ANZ’s Digital Assistant?

Jamie is here to answer your banking questions online.

She’s new at ANZ and still in training. You can talk to Jamie and she’ll talk back to you. She can provide you with quick answers to general banking information like, how to open a new account, what to do when you forget your PIN or using your card overseas. She can currently answer questions about the subjects below. However, she cannot help with your personal banking transactions or give you financial advice.  

Developed with world leading technology

Collaborating with New Zealand company, Soul Machines Limited, Jamie is currently being trialled for a short time on ANZ Help. To help us improve and develop Jamie we welcome any comments, questions, or suggestions you may have, so please provide your feedback at the end of your conversation with her.

How do I chat with Jamie?

  • If you have a camera and microphone on your computer, tablet or phone, you can talk to Jamie like you would if you were video-calling a friend.  Jamie also gives you links or show detailed information on screen to answer your questions.
  • Once you have started chatting with Jamie you can pause the conversation at any time. This is the same as putting a phone call “on-hold”, Jamie will wait for a short time for you to re-join the conversation where you left off. You can also type ‘stop’ if you want Jamie to stop talking.
  • If Jamie is struggling to understand you she may ask you to type in your questions and answers. The transcript of your conversation with her will appear in the window on the right hand side of the screen.

You can ask Jamie about:


  • How to open a new account
  • How to open a new joint account
  • How to close an account


  • Setting or changing a PIN on your card
  • Lost EFTPOS, Visa Debit or credit card
  • Replacing or reissuing an EFTPOS, Visa Debit or credit card
  • New EFTPOS, Visa Debit or credit cards
  • Canceling a credit card
  • Disputing a credit card transaction
  • Using your cards overseas
  • Having trouble with a card


  • Cheque clearance times

Customer numbers:

  • Finding your customer number

Finding a branch or ATM:

  • Finding an ANZ branch or ATM using our online locator

Financial hardship:

  • How ANZ can help if you’re experiencing financial hardship
  • KiwiSaver early withdrawal for significant financial hardship
  • Debt consolidation
  • Loan restructuring
  • A-Z Review of your finances

Foreign exchange rates:

  • Foreign exchange rates

Forgotten PINs and passwords:

  • Forgotten ANZ Internet Banking password
  • Forgotten ANZ goMoney PIN

International Bank Account Numbers:

  • Find out about International Bank Account Numbers (also called IBANs)

Internet Banking:

  • Registering for ANZ Internet Banking
  • Resetting an ANZ Internet Banking password
  • Forgotten ANZ Internet Banking password
  • Trouble logging in to ANZ Internet Banking


  • KiwiSaver early withdrawal for significant financial hardship
  • KiwiSaver early withdrawal for buying your first home


  • OnlineCode service
  • Registering for OnlineCode
  • Suspending OnlineCode


  • Overdrafts and how they work
  • Unarranged overdraft fees

Overseas payments:

  • Receiving an overseas payment
  • SWIFT or BIC codes (also called Bank Identifier Codes)
  • International Bank Account Numbers (also called IBANs)
  • Branch codes (also called a National Clearing Code, Routing or BSB Number, Institution Transit, IFSC, NSP, FedWire, ABA or Sort Code)

Transferring money overseas:

  • The different ways you can transfer money overseas
  • Steps for ANZ Internet Banking
  • Steps for ANZ Phone Banking
  • Steps for ANZ goMoney
  • Steps for branch
  • OnlineCode service
  • Fees
  • Payment recipient information
  • Foreign currency

Your privacy 

What information are we collecting?

ANZ and Soul Machines collect information about your facial expressions and voice characteristics on an anonymous basis when you chat with Jamie using your camera and microphone. No images or voice recordings are saved. We record and save transcripts of each conversation, as voice converted to text. We also save a transcript of text chat only conversations. Any personal or confidential financial information provided to Jamie will not be saved in a form that is able to be identified or retrieved. We will also collect information from any feedback you provide, on an anonymous basis, at the end of your interaction with Jamie.

Why are we collecting this information?

The information we collect about your facial expressions and tone of voice is converted to aggregated data to help us and Soul Machines develop and improve Jamie. We use this data, together with analytics from the conversation transcripts and your feedback, to help improve Jamie's performance and accuracy.

To find out more about how information about you can be collected and used, please see ANZ’s Website Security and Privacy Statement  and Soul Machine’s Privacy Policy.

Which web browsers can I use to interact with Jamie?

For the best results, and to get the full ANZ Digital Assistant experience, we recommend using the latest version of these browsers:

Google Chrome
v28 (or later)

Microsoft Edge
v12 (or later)

Mozilla Firefox
v22 (or later)

Google Chrome
v28 (or later)

v11 (or later)

Mozilla Firefox
v22 (or later)

v11 (or later)

Google Chrome
v28 (or later)

Microsoft Edge
v12 (or later)

Mozilla Firefox
v22 (or later)

We will provide the Service using reasonable care and skill. However, we are not able to guarantee the availability of the Service or the accuracy, completeness, currency or reliability of any features or the security of the Service.

By using the Service you agree not to access or use, or attempt to access or use Jamie to take any action that could harm ANZ or Soul Machines, or any third party, interfere with or harm Jamie , or use Jamie in any manner that violates any laws or third-party rights. You agree not to post, store or transmit information that is false, incomplete, outdated, infringing, unlawful or otherwise violate third party rights. You may not disrupt or attempt to disrupt the operation of Jamie by any method. You agree not to engage in behaviour, or encourage Jamie to engage in behaviour, that is abusive, unlawful, libellous, defamatory, deceptive, obscene, fraudulent, predatory of minors, harassing, threatening, hateful or otherwise harmful.

The technology which supports Jamie is not intended for children. If you are under the age of 18 please only access Jamie with parental supervision. 

You agree not to record your interaction with Jamie.