PRNewswire has recently written about the Royal Bank of Scotland’s announcement of their pilot program, ‘Luvo.’ Luvo is a cognitive chat bot that allows people to interact with an AI-powered platform. It 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’? It 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.

The aim of Luvo is to help our customers quickly and simply with their queries and problems while keeping waiting times to a bare minimum. It can also decide on how to act based on the specific situation, so for instance, if a customer has their card stolen, they will be automatically routed to a human advisor, whereas if they just need advice on how to order a new card, the chat bot will quickly find that information for them.

Read more at PRNewswire.