RBS builds ‘human’ AI chat system called Luvo to handle staff questions

RBS has built an artificial intelligence (AI) engine called Luvo to handle problems raised by bank staff without the need for a human advisor. The bank believes that, if the trials are successful, the system could be used to handle direct customer queries as its intelligence and knowledge base increases. Luvo has been running in pilots for a few months with 1,200 staff who handle queries from small businesses customers usually concerning problems such as lost corporate cards or forgotten Pins. A customer would normally talk to the relationship manager who would then talk to an internal advisor about how to fix the problem before returning to the customer with the answer. Luvo can do this far more quickly as RBS has taught the system how to respond to queries…


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