RBS turns to AI to answer customer queries

A robo-adviser named Luvo programmed to mimic human empathy is soon to be answering customer banking questions at Royal Bank of Scotland in a technology tipping point for the sector. The state-backed bank is exploring how to make the artificial intelligence service available directly to customers as early as this year. More On this topic IN Banks It will initially roll out the new text-based system for bank staff, to help them more quickly serve business customers who have, for example, lost a debit card or need to unlock their PIN. The new service will have a similar format to the mobile messenger service WhatsApp, and will be conducted through mobile or online. Luvo draws parallels with the iPhone’s virtual assistant, Siri, as it can predict and answer a number…


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