SEB deploys IPsoft's virtual agent, Amelia, for customer facing ops » Banking Technology

SEB will be the first bank to use IPsoft's cognitive technology for customer-facing operations in the Swedish language. The artificial intelligence (AI) solution, known as Amelia, will be integrated into the front-office set-up at SEB by the end of this year. The project follows on from a successful deployment of Amelia for SEB's internal service desk, supporting 15,000 staff. In the customer-facing role, Amelia will be dealing with one million clients of SEB. "Customer service is a key differentiator. By making Amelia available to respond to queries, we enhance our customers' flexibility of receiving individualised support at a time that suits them and without any delays in response," states Rasmus Järborg, chief strategy officer at SEB.