Bank of Scotland has incorporated AI into its new mobile customer service.

A new virtual assistant is being made available for iPhone users who download the bank’s app. The AI bot has been trained to answer common questions from customers, with features including the ability to ‘pause’ a chat and continue at a later stage.

Those unsatisfied with the bot’s answers also have the option to continue the conversation with a human employee at any stage.

Nick Williams, Managing Director of consumer digital at 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.


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