News : RBS to Enhance Customer Service with “Hybrid Bots
New York, NY, USA, May 3, 2017 -- LivePerson, a provider of cloud mobile and online business messaging solutions, has rolled out the first financial industry "hybrid bots" in the world, at the Royal Bank of Scotland, where humans and bots team up in one conversation to offer fast and accurate service. The service, currently live for customers of the Royal Bank of Scotland (RBS) brand, with plans for a wider rollout, supports the bank's mission to be the UK's most helpful bank, centered around the customer.
Unlike typical bots to date, which work in isolation from other channels, the RBS approach gives users a single, convenient place to get help, RBS Assist. Combining AI (artificial intelligence)-powered FAQs and bot conversations, RBS Assist is also able to quickly transfer a bot conversation to a human customer service representative if it cannot understand what a consumer wants. This addresses the frustration of chats where the bot cannot help a consumer, who then has to call in to a support line, or go elsewhere for help.
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Founder and CEO of LivePerson, Robert LoCascio, says, "Good customer service should strike the right balance between automation and human interaction. For now, bots aren't ready to be the primary "agent" but they're very effective at routine, simple tasks. We believe a combination of humans and bots, with seamless handoffs, is needed for great customer service and it is exciting to work with RBS and see these hybrid bots out in the world."
The head of digital service at RBS, Katie Ayaz, says, "We're pleased to be a leader in deploying AI and messaging technologies to serve our customers consistently and with high quality. Intelligent customer engagement using LivePerson technology has already helped us to reduce operational costs and drive higher net promoter scores. As we strive to become the UK's no.1 bank for customer service, the introduction of hybrid bot customer service to RBS Assist is an exciting next step."
Continues LoCascio: "Technology is enabling greater convenience in everything we do, and, as consumer communication preferences evolve, so must businesses. We have the privilege of working with some of the most innovative companies in the world on their digital customer care initiatives. RBS has been one of the earliest to recognise the power and potential of mobile messaging between consumers and brands."
Posted by Veronica Silva Cusi, news correspondent
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LivePerson is an Application Service Provider (ASP) of technology facilitating real-time sales, customer service and marketing solutions for companies doing business on the Internet. The LivePerson service enables online businesses to communicate with Internet users in real time, thereby enhancing the online experience. LivePerson allows clients to increase revenue and productivity while decreasing the overall cost of customer support.
Published: Friday, May 5, 2017
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