RBS to pilot its first artificial intelligence with 'chat bot' feature

A'chat bot' is a computer programme designed to simulate an intelligent conversation with human users by way of text or telephone. RBS will use IBM's'Watson' - a platform that analyses unstructured data - to power its service, which will aim to be able to answer specific customer questions, such as'how do I authorise my card to be used overseas?'. In the case of more complex questions, the chat bot will direct customers to a human who can answer them. The bank said it had already tested the servicce among 1,200 RBS and NatWest staff over a two-month trial and now expects the AI bot - if it is successful in its customer pilot - to be rolled out to customers of both brands. In March, RBS announce it would let go 220 investment advisers as part of a cost-cutting drive that would see large parts of its face-to-face service replaced with telephone and online solutions.