RBS rolls out ’empathetic’ artificially intelligent adviser to answer customer queries

The banking group says the ‘robo-adviser’ can mimic human empathy and will soon be answering customer banking questions in what it calls a “tipping point for the sector”. Luvo is said to have a psychological profile that means it has a “warmth to its personality” that makes it approachable and creative, and can use a combination of intuition and reasoning when answering questions. RBS could make the artificial intelligence (AI) service available directly to customers as early as this year. To date the technology has only been trialled among 1,200 staff who manage relations with small businesses, but is now being rolled out to more staff to help them answer basic customer queries. Typical questions it can answer via web chat include ‘my customer has lost their card – what steps…


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