Bank of Scotland pilots virtual agent via iPhone app

Bank of Scotland, a subsidiary of Lloyds Banking Group, has launched a pilot artificial intelligence project – a virtual agent for 50,000 customers that use the Bank’s iPhone app. The app allows customers to have a messaging conversation, in real-time, with a virtual assistant that has been trained to answer common questions related to unknown account transactions, how to make payments and what to do about lost or stolen cards. The bank will make it clear that customers are conversing with a machine and that they can speak to a human representative at any time.

The virtual agent has been set up to initially handle a maximum of 2,000 customer conversations, which will be monitored to determine any additional features that can be added before it is rolled out on a wider scale.