RBS tests out AI with a human touch

Previous | Next   Royal Bank of Scotland has wrapped on a two month ‘human’ artificial intelligence/customer service trial. Piloted among 1,200 staff who manage relationships with small businesses, the AI, known as ‘Luvo’, is able to understand questions and then quickly filter through information before responding with the answer. If Luvo is unable to find the answer, it passes the query on to a member of staff. Typical questions dealt with via web chat include: My customer has lost their card – what steps do they need to take now?; My customer has locked their PIN – how do they unlock it?; How do I order a card-reader for my customer? RBS says that, whilst banks have been using AI for some time, Luvo is unique in that a…


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