Monitoring
hyper-automation
The majority
state-owned Royal Bank of Scotland (RBS) is to become the first
British high-street bank to use a sophisticated AI program, nicknamed
Luvo, to communicate with its customers, as it cuts its human staff.
After a
several-month trial in which staff used the AI internally, while they
dealt with business clients, RBS will let Luvo talk directly to the
outside world by the end of 2016.
Luvo
functions as a chatbot – a program that opens when you access the
bank’s website – that you can ask typical customer service
questions, concerning lost PINs and credit cards that need to be
replaced.
At first
glance, this is nothing extraordinary, and chatbots have become a
frequent feature for websites dealing with a large flow of individual
queries.
But RBS and
IBM, which spent millions developing the program together, say that
it is revolutionary, with a nuanced understanding of human speech, a
“unique” personality, and an ability to learn on the job.
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