RBS introduces Watson AI to 'augment' employee intelligence

The Royal Bank of Scotland Group (RBS) has announced a partnership with IBM's AI platform Watson to introduce a virtual advisory service named Luvo. The pilot project, which is currently being rolled out to a select group of customers, employs Watson's Conversation technology to deliver a cloud-based chatbot service. The solution is expected to reach approximately 10% of RBS customers in Scotland by December this year, before rolling out to NatWest customers in England and Wales. Using the virtual advisory platform, customers will be able to deal with certain financial queries online – such as notifying the bank that they will be travelling abroad or updating address information. According to IBM's press release, Luvo will be able to manage these requests in seconds and direct any complex questions to a human operator.