Banking on AI to Offer Better Customer Service

Artificial intelligence enables virtual agents to learn by observation. That adaptive ability is what a Swedish bank is counting on to serve its customers. In early 2016, SEB, one of Sweden's largest banks with a presence in 20 countries around the globe, started integrating Amelia, an artificial intelligence (AI) platform from IPsoft, into its help desk. Amelia is represented by a blond female avatar and is always referred to as "she" rather than "it." The artificial intelligence platform is built on semantic understanding, which enables Amelia to interact with users through natural language to determine what actions to take in order to answer a question, fulfill a request or solve a problem.