RBS to have chatbots for customers

Reported by: |Updated: September 29, 2016

rbsRoyal Bank of Scotland is coming out with a chatbot, which is an online facility to help customers find answers to their questions and seek directions to the right places. The bank said the facility, called ‘Luvo’ will help at least 10% of the bank’s customers online to begin with. The facility will become live from December. Chatbot will be a web chat tool – a chat window will pop up, when a customer has accessed the bank’s website and ask whether he needs any help. A spokesperson of the bank said Luvo frees advisors from spending time on simple, easily-addressed queries so they can help customers with more complex issues and questions – improving the experience of both parties. The bank developed Luvo on IBM’s Watson Conservation platform, one of the most advanced artificial intelligence engines in the world. It can recognize normal human language, meaning one can write what one after rather than simply selecting from options.