RBS to pilot its first artificial intelligence with ‘chat bot’ feature

Royal Bank of Scotland (RBS) has announced it will pilot its first artificial intelligence (AI) ‘chat bot’, Luvo, with customers in December. A ‘chat bot’ is a computer programme designed to simulate an intelligent conversation with human users by way of text or telephone. RBS will use IBM’s ‘Watson’ – a platform that analyses unstructured data – to power its service, which will aim to be able to answer specific customer questions, such as ‘how do I authorise my card to be used overseas?’. Related articles In the case of more complex questions, the chat bot will direct customers to a human who can answer them. The bank said it had already tested the servicce among 1,200 RBS and NatWest staff over a two-month trial and now expects the AI…


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