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News : BBVA Builds Gender-neutral Global Chatbot

#contactcenterworld, @bbva

Madrid, Spain, Aug, 2020 -- BBVA has kicked against the trend to assign female voices to artificial intelligence assistants with the launch of Blue, a gender-neutral chatbot trained to answer customer's everyday banking queries.

A recent Unesco report analyses the role of education in helping to remedy gender bias in technology. The United Nations entity maintains that virtual assistants’ feminine nature and the subservience they express is a clear example of how technology contributes to the perpetuation of these biases.

The study also notes that the trend of assigning virtual assistants a feminine gender occurs in a context of gender imbalance in technology companies, where men account for between 60 and 75 percent of the sector’s total workforce.


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BBVA's Blue, an attempt to unite the multiple virtual assistants employed by the bank across its global network, is deliberately built to liberate the AI from unjustified social stereotypes.

Blue never tries to pass itself off as a human, says the bank. Neither does it totally identify itself as a robot.

"The reason we chose not to assign Blue a gender is when we were defining its personality, we were clear that it was non-human," explains BBVA design manager, Julián García Ruiz. "Being able to reflect Blue’s non-human nature while creating a balance between inclusive language and the need for clarity and space limitations helped us hone the uniqueness of our assistant."

The task of creating Blue fell to 12 designers, six product owners, three program managers, and 20 developers across BBVA's global network, and took almost two years to come to fruition.

Blue is currently operational in Spain and Mexico, and will be gradually rolled out across the bank's global footprint and online channels.

#contactcenterworld, @bbva

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.finextra.com


About BBVA:
Company LogoBanco Bilbao Vizcaya Argentaria, S.A. is a multinational Spanish banking group. It was formed from a merger of Banco Bilbao Vizcaya and Argentaria in 1999, and is the second biggest bank in Spain.
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Today's Tip of the Day - Build In Training Time

Read today's tip or listen to it on podcast.

Published: Tuesday, September 1, 2020

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2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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