Bank of Scotland is piloting the use of a virtual assistant
The Bank of Scotland is piloting the use of a virtual assistant to answer common customer queries over the bank’s iPhone app.
The AI-based messaging agent has been trained to handle customer questions about account balances and unknown transactions, how to make payments and what to do about lost or stolen cards.
Customers using the virtual assistant will be able to pause mid-chat and pick up their their query at any time, without having to start the conversation again.
If the automated route fails, the customer will be given the option to transfer to a human service agent at any point during the conversation.
Nick Williams, managing director, consumer digital, at the Bank of Scotland, said: “We are experimenting with how we use artificial intelligence technology to help our customers find the information they want in the simplest and most convenient way possible.
“This is an exciting first step for us in using AI and messaging technology, and we’re keen to see how our customers like the service.” The pilot is accessible to 50,000 Bank of Scotland iOS mobile customers.
The use of virtual assistants is increasing; earlier this year Village Hotels introduced a virtual concierge, based on Amazon’s Alexa, in each room at its Glasgow site.
Meanwhile, the impact of artificial intelligence on the workforce of the future was debated at a conference at the Massachusetts Institute of Technology last week. Several speakers at the event felt that AI will spawn new businesses and industries, creating more jobs than it destroys.
But Kai-Fu Lee, the former head of Google research in China and currently a technology investor, countered: “Many optimists say in tech revolutions, jobs will go, jobs will come. While there are places where jobs will be created, I’d say that’s the exception. In my opinion, the white-collar workforce gets challenged first—blue-collar work later.”
Please mind the gap… or healthcare may fall
Imagine sharing a lengthy train journey with others. From beginning to end, imagine how often you might hear ‘mind the gap’ messages about embarking and disembarking safely. Picture how navigating…
Women Lead: My journey from Dragons’ Den to Silicon Valley
Following her appearance on Dragons’ Den, Sheila Hogan, serial entrepreneur, founder and chief executive of digital legacy vault, Biscuit Tin, shares her experience of her time in the Den and…
Look anywhere – the future is ‘aged tech’. But Scotland needs to be more adventurous
Scottish Care, as the representative body of independent social care providers of care home, care at home and housing support services, has been working over several years with colleagues in…
Women Lead: Engineer turned entrepreneur
We are always fascinated by other people’s stories. It’s how we connect, grow and learn from each other. Until very recently I always felt like I didn’t have a story to tell. Who…
‘Women – together we will change the dynamic in tech’
I was inspired to start a career in technology when personal computers were in their infancy and the internet decades away. My childhood dream of becoming a scientist was shaped by…
It’s time to change the future of tech apprenticeships – and we need your help
In his latest exclusive column for Futurescot, Ross Tuffee, chair of the Skills Development Scotland (SDS) Digital Economy Skills Group, calls on tech employers to get involved in shaping the…
What AI difference a year makes
Amazingly, it’s been one year since the publication of Scotland’s AI Strategy. And what a year it has been. Demanding but rewarding, with good progress made and great foundations laid…
International Women’s Day: It’s time to harness power of women in technology
As we celebrate International Women’s Day, I hope to be part of a future where barriers that prevent women from competing on a level playing field in the work environment…