RBS, NatWest and SEB banks employ virtual staff - BBC News

Customers at Royal Bank of Scotland and NatWest may soon be sorting out issues with help from a virtual chatbot. Web-based Luvo will be able to answer simple queries such as how to order a replacement card. Designed using IBM Watson technology, the virtual agent is able to understand and learn from human interactions. In future, Luvo may be able to understand if a customer was feeling frustrated or unhappy and change its tone and actions accordingly, IBM said. The service will initially be rolled out to RBS and NatWest customers, starting in December with about 10% of RBS customers in Scotland.