Using Q in online and mobile banking

At Macquarie, we're all about providing you with a leading digital banking experience.

That's why we've introduced Q, our AI agent designed to provide fast and personalised support any time you need it. Q can help you with everyday banking tasks, resolve issues, or connect you with a member of our team.
 

Q makes banking simpler by helping you with everyday tasks like:

• opening a new Macquarie account
• managing your Macquarie cards (e.g. locking and unlocking your card or ordering a new card)
• managing your account/s (e.g. scheduling payments, linking offset accounts)
• finding transactions or providing a summary of your spending
• answering common questions about your accounts and services.

You can also get fast answers to a broad range of questions related to our products
including:

• transaction and savings accounts
• home loans
• credit cards
• cash management accounts
• term deposits
• business savings accounts
• Macquarie Wrap.

You need to be logged in to your Macquarie account to chat with Q. You can do this in either:

• Macquarie Online Banking
• Macquarie Mobile Banking app

Here's how to get the most out of your conversation with Q.

• Keep it simple: Just like chatting with a human, Q understands straightforward, natural language.
• Ask one question at a time: To provide you with the best support, Q is designed to give you clear answers by focusing on one question at a time. Try to keep your question short, simple and specific.
• Review and verify: Q's responses can include AI-generated summaries from Macquarie knowledge and databases, including transaction searches and summaries. You should always check your official statements before making product or other financial decisions.

We know you’re busy, so feel free to chat with Q while you’re multitasking and you can minimise the chat window at any time.

If Q has connected you with a member of our team, make sure you have your push notifications turned on. We'll send you a real-time alert as soon as our team responds. This way, you can go about your day without missing a reply.

Here’s how you can turn on notifications for:

• Macquarie Online Banking on your browser
• Macquarie Mobile Banking app on your mobile.

For more complex queries, Q can connect you to one of our team members who can offer you more support. To make sure you don't miss a reply when connecting with a team member, turn on push notifications on your device for Macquarie Online Banking or the Macquarie Mobile Banking app. That way, you'll get a real-time alert as soon as we respond.

• Connecting with our teams: Our team is here to help Monday to Friday, 8:00am to 8:00pm and Saturday to Sunday, 9:00am to 5:00pm Sydney time (excluding public holidays), for most enquiries.
• Connecting with us outside our teams hours: If Q needs to connect you with a member of our team and it's outside their team business hours, your chat will stay active, and our team will respond as soon as they’re online again.
• 24-hour reply window: Once our team has replied to your request, you’ll have 24 hours to respond before the chat automatically ends.
• Stepping away during a chat: If you need to step away from your device during a chat with our team, we’ll keep your chat open for 24 hours so you can pick up right where you left off with another member of our team if needed.
• Chat history: When your chat ends, your conversation will be saved in your chat history so you can easily access it whenever you need to.

Chat history keeps everything in one place, so you can easily view and download your past conversations whenever it suits you.
 

In Macquarie Online Banking:

1. Select Help from the menu
2. Select Chat history.

In the Macquarie Mobile banking app:

1. Select Menu
2. Select Help
3. Select Chat history.

Q is built into our secure Macquarie systems, allowing it to connect to your banking details. This enables it to provide accurate and factual responses to your questions and help you quickly and efficiently.

Your privacy is our priority. Your chat with Q or a member of our team is encrypted to ensure your personal information stays protected at all times.

During the chat, we may ask you for a few details to confirm it’s you. We’ll never ask you for sensitive information like your password or card PINs. It’s always best to keep those private and never share them with anyone, including us.

If you prefer to dictate your message, you can use speech-to-text features like Microsoft 365 and Apple dictation to easily draft your messages in your chat with Q.

Q only understands and communicates in English.