The Bank of Scotland has introduced the use of AI technology in its iPhone app by offering customers the chance to interact with a built-in virtual assistant.
The pilot scheme will see the virtual assistant become available to 50,000 Bank of Scotland iOS mobile customers. These customers will be able to have a messaging conversation with the AI, which has been trained to answer queries relating to banking topics such as unknown account transactions, how to make payments, and what to do about lost or stolen cards.
Furthermore, customers will be able to pause and continue their query at any time, without having to restart the conversation. If the virtual assistant can’t help, the customer will have the option to transfer to a human customer service agent at any point they wish.
“We are experimenting with how we use artificial intelligence technology to help our customers find the information they want in the simplest and most convenient way possible,” said Nick Williams, managing director of consumer digital at Bank of Scotland. “This is an exciting first step for us in using AI and messaging technology, and we’re keen to see how our customers like the service.”
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