Customers at Royal Bank of Scotland and NatWest will soon have the option of talking to a virtual chat-bot for assistance.
Web-based chat-bot Luvo will be able to answer simple queries from customers, such as how to order a replacement card.
The virtual agent is able to understand and learn from human interactions, and may eventually learn to change it’s tone in response to a customer’s perceived mood.
The service will be introduced in December, initially to RBS and NatWest customers,.
For those who would rather speak to a human, do not fear; the chat-bot service is complementary to existing customer service agents.
Head of Personal Banking, Jane Howard, has stated that Luvo will simply free advisers from spending time on simple, easily-addressed queries so that they can focus on helping customers who have more complex issues.
For those whose queries to lead them to a conversation with the chat-bot, 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.