Middle East banking group Emirates NBD is piloting an intelligent virtual assistant with selected customers and plans to launch it soon.
The bank’s Future Lab, which is part of its digital strategy, is testing out voice-based artificial intelligence (AI) in the form of chat bot EVA.
As part of the pilot, a select group of customers are currently using it when they contact the customer service centre. Customers can interact and receive assistance from EVA using natural or conversational English.
The current beta version includes chatbot capabilities through the bank’s Facebook messenger, and will be extended to its mobile banking application.
The service is part of the bank’s AED 500 million (£108m) investment in digital innovation and multichannel transformation, which is aimed at increasing customer loyalty.
Source: http://www.computerweekly.com/news/450403341/Middle-East-bank-to-launch-AI-for-customer-support