We are all customers of several companies, and most large corporations use automatic phone systems and automated websites to serve their customers better and faster. Now these automated processes will soon come to your customer service chatbox.
IBM and Royal Bank of Scotland has announced the first pilot with customers of ‘Luvo’ a cognitive chat bot that allows people to interact with an AI-powered platform. Luvo leverages IBM Watson Conversation, a cloud-based cognitive service, to enhance the customer service experience.
The bank will begin making Luvo accessible via its webchat service in December, starting with around 10 percent of Royal Bank customers in Scotland that use webchat, helping to answer specific queries on everything from ‘How do I authorise my card to be used overseas?’ to ‘How do I update my home address with the bank’? Luvo will be able to answer these simple questions in just a split second while directing customers to a human to answer more complex questions. Following a successful pilot, Luvo is expected to roll out to the bank’s NatWest customers.
In the future, the cognitive chat bot could begin using IBM Watson Alchemy Language capability to better understand how a customer is feeling – for example, if they are unhappy or frustrated – and then change its tone and actions accordingly.
“Luvo frees advisors from spending time on simple, easily-addressed queries so they can help customers with more complex issues and questions,” says Jane Howard, Head of Personal Banking, NatWest and Royal Bank of Scotland.