Royal Bank of Scotland and NatWest are offering chatbot facility to its customers. The banks have introduced web-based Luvo system to answer simple queries such as how to order a replacement card. The chatbot is based in IBM’ Watson platform, which is capable of understanding and learning from human interactions. In future, Luvo may be able to understand if a customer was feeling frustrated or unhappy and change its tone and actions accordingly. The banks will roll out the service in December. Previously, Luvo had been piloted among 1,200 RBS and NatWest staff.
