Luvo, a robo-adviser, will henceforth be answering customers’ queries at Royal Bank of Scotland. Lovo is programmed to mimic human empathy. This is part of the bank’s plan to use artificial intelligence in its interactions with customers. The bank intends to 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 of questions with ‘personality’. The bank said its unique psychological profile means it has a warmth to its personality, is approachable, creative and uses a combination of intuition and reasoning when answering questions.
