Customer service can be hard work. At least that’s what RBS has found in the past – it did after all get fined £2.8m back in 2011 for failing its customers by ignoring legitimate complaints. So CEO Ross McEwan has decided to take a new approach to improving this, by circumventing humans altogether.
The cheerfully-named Luvo the robo-adviser is soon to be taking up its role answering banking questions. Apparently it’s been programmed to mimic human empathy and can answer questions with ‘personality’ a la Siri on the iPhone. (Hopefully Luvo’s not been taught these qualities from whoever was fielding complaints at RBS a few years back...)
Before you let your imagination run away with you, Luvo is not in fact a Terminator-style android that absolutely will not stop until your customer service query is answered satisfactorily. Rather, it's a text-based system similar to WhatsApp, which will be rolled out as a way of helping customers who have fairly straightforward concerns like a need to unlock their PIN.