The virtual assistant: the banks who are deploying chatbots


Virtual assistants are transforming the customer service industry and the deployment of these virtual staff at RBS, Natwest and SEB banks is testament to this. The web-based Luvo software will be able to engage humans in real time by answering simple banking queries. "Virtual assistants (VAs) are transforming how consumers interact with businesses – especially in customer services. Many forward-thinking banks are now incorporating VAs into their offering to respond to simpler customer queries quicker," said Sebastian Reeve, director product management, Nuance Communications. Virtual voice detection has come on leaps and bounds in the last few years and technology like Luvo and Siri can understand human diction at 90%.

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