Macquarie Bank launches new AI-powered chat agent

It can answer common customers' questions and requests and escalate to a team member.

Macquarie Bank has launched ‘Q’, its exclusive AI-powered agent.

Q offers customers 24/7 support across a range of everyday banking services. It is now available in the Macquarie mobile banking app and in Macquarie’s online platform, the Australian bank said in a press release published in January 2026.

It uses advanced language processing to understand common customer questions and requests. Q will provide answers or direct customers to the right place for more information, the bank said.

If a request goes beyond Q’s current capability or a customer needs to speak to a person, Q will connect them to a Macquarie team member for further help during business hours.

When a conversation is escalated to a Macquarie employee, Q shifts to an asynchronous model. This means that customers can ask their question 24/7, step away from the conversation, and return to it later without needing to restart.