By Jane Wakefield Users will have the option of whether to chat to a human or a bot Customers at Royal Bank of Scotland and NatWest may soon be sorting out issues with help from a virtual chatbot. Web-based Luvo will be able to answer simple queries such as how to order a replacement card. Designed using IBM Watson technology, the virtual agent is able to understand and learn 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, IBM said. The service will initially be rolled out to RBS and NatWest customers, starting in December with about 10% of RBS customers in Scotland. Previously, Luvo had been piloted among 1,200 RBS and NatWest staff. For the bank, the chatbot is complementary to existing customer service agents. "Luvo frees advisers from spending time on simple, easily-addressed queries so they can help customers with more complex issues," said Jane Howard, head of personal banking. It will start off with about 10 questions it is equipped to answer but as the cognitive system learns over time, IBM is confident it can be expanded to "more complex areas". Image source, RBS Image caption,Use of the chatbot will be monitored, as will customer feedback The bank will make it clear to customers that they are talking to a bot, and they will have the option to move the conversation to a human agent at any point. "We will monitor customer feedback and, if we find that customers are getting frustrated, we will quickly look to address that," Ms Howard told the BBC. 'Never deviate'IBM is not the only company using artificial intelligence in banking. This week, rival IPsoft, which already employs its virtual agent Amelia in a range of industries, announced a similar deal. Amelia will provide customer service in one of Sweden's largest banks, SEB. Chetan Dube, IPsoft's chief executive, said that virtual staff represented a "fundamental shift in the way that banks manage their operations". "Virtual agents never deviate from regulations and provide a full audit trail of every interaction," he said. The RBS Group owns a wide variety of banking brands offering personal and business banking, private banking, insurance and corporate finance throughout Europe, North America and Asia. CHALLENGEAfter taking over another company, the Royal Bank of Scotland realized it needed to document its processes for training 4,000+ staff members and developing a sustainable employee knowledge repository. SOLUTIONThe bank turned to erwin to create a suite of 3-D flowcharts known as Online Process Diagrams (OPDs) that became the foundation for process management and continuous improvement initiatives. RESULTS
Royal Bank of Scotland is to explore the potential of using an AI bot to answer customer queries following a successful two-month trial of the technology among 1200 staff. The virtual assistant, named Luvo, is able to understand questions from staff posed via Web chat and then filter through huge amounts of information in a split second before responding with the answer. If Luvo is unable to find the answer, it passes the query on to a member of staff who can solve more complex problems. The bot has a warm ‘human’ like personality, says RBS, making it easier for employees to interact with and seek help from. In the months to come, RBS says it will be exploring if Luvo could be used to answer questions direct from customers, "although this will only be considered after small, voluntary, customer pilots". its introduction could reduce the need for people to wait for a human advisor to be free to answer a simple question, says the bank, and at the same time free up time for staff to answer more complex problems. Simon McNamara, RBS chief administrative officer says: “Luvo is a really exciting new technology that brings artificial intelligence to life and will help our staff serve customers better by resolving their questions and problems much more quickly. Its potential is huge and we’ll be exploring if Luvo could talk to customers directly to answer straightforward questions, freeing up time for our staff to answer complex issues.” |
According to it’s about business 11.3, the royal bank of scotland’s bot, called luvo, _________.
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