RBS to pilot its first artificial intelligence with 'chat bot' feature

A 'chat bot' is a computer programme designed to simulate an intelligent conversation with human users by way of text or telephone. RBS will use IBM's ‘Watson' - a platform that analyses unstructured data - to power its service, which will aim to be able to answer specific customer questions, such as ‘how do I authorise my card to be used overseas?'. In the case of more complex questions, the chat bot will direct customers to a human who can answer them. The bank said it had already tested the servicce among 1,200 RBS and NatWest staff over a two-month trial and now expects the AI bot...