Royal Bank Of Scotland Shows Some Luv For Artificial Intelligence

Royal Bank of Scotland (RBS), an organization whose brands provide financial products and services to personal and business customers in the UK and beyond, is putting artificial intelligence (AI) to work in its customer support department. Luvo, a web chat application, is being used to help EBS customer support staff when they aren't sure of an answer to a customer's question. Luvo is capable of fielding questions by sifting through a vast amount of data very quickly. If an answer can't be determined, the application directs the question to a human who can answer more challenging questions. Think of Luvo as live chat, but instead of a human responding, it's a machine. The AI application was originally tested in a two-month trial of 1,200 employees who managed relationships with small businesses, before it was deemed successful.