First direct has reported that its chatbot service has now caught up with human co-workers for positive customer feedback.

The online and telephone-based banking group's bot - called ‘Dot’ - was launched as part of its mobile chat service in 2020.

The mobile chat is available to customers once they’re signed into the banking app. It enables people to start, pause, and resume a text conversation with the provider without needing to wait for a live connection.

The bank said that one in four mobile chat queries are now answered solely by the chatbot, with customers awarding it an approval rating of 92 per cent, which is equivalent to human counterparts offering customer services on the phone.

First direct said Dot the bot is supported by customer services agents around the clock to ensure there is no drop off in service whatever time customers ask a question that needs referral to a human agent.

Chris Pitt, chief executive of first direct, said: “Dot is a way for us to provide the amazing service we deliver on the phone via our digital channels. We see this becoming a major channel for us and our customers in the future as it enables us to have personalised, meaningful, and relevant dialogues with customers on our digital channels.”

He explained that the bot is particularly helpful for customers who are multi-tasking, time poor, or who would prefer not to speak to someone directly with their query.

Pitt added: “Dot can currently answer a wide range of general customer queries, while our people will handle all the account related enquiries. Our intention is to ‘train’ Dot to do a lot more, including performing services on behalf of the customer, as soon as we’re confident we can maintain the same level of customer service first direct is known for.”

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