Nationwide has launched Apple Business Chat, giving its members an additional way to securely connect with Nationwide via Apple’s Messages app.

The new digital experience, powered by global conversational solutions provider LivePerson, combines AI automation with the human interaction of Nationwide employees.

Since Nationwide introduced Apple Business Chat, more than 14,000 conversations have been conducted, with an average response time to queries within 4 minutes.

The “message” option is being made available to more members each day and will soon include the capability to respond to fraud queries from members, as well as payment disputes.

When visiting Nationwide’s website on an Apple device, a member might usually click on a telephone number to call a contact centre.

However, Apple Business Chat is providing members on Apple devices with an additional option to “message” the building society as well.

If they click the telephone number and select “message” instead of “call”, the Messages app, the same app the customer would use to message a friend or family member, opens instantly with “Nationwide” pre-selected as the contact.

When a member messages a question, Nationwide’s AI virtual assistant instantly responds, greeting the member and answering frequently asked questions.

It can also pass the member over to human colleagues for more complex queries, with the conversation continuing within the same thread on the Messages app.

Members can message Nationwide at any time of day and receive support from Nationwide’s AI virtual assistant, with colleagues on hand to respond during contact centre opening hours.

As the conversation thread remains in the Messages app, members can pause and resume conversations, picking up where they left off.

James Smith, digital director, at Nationwide, said: “The COVID-19 pandemic has really challenged how we connect at a time when our members are looking for our support more than ever. Apple Business Chat provides a simple, secure and fast way for members to get in contact with Nationwide. It allows members to send us a message on a platform that lots of them already use to communicate with family and friends.

“Our members tell us that they really value the human touch we provide. This allows us to harness the power and convenience of technology with the reassurance that they can also speak to Nationwide colleagues who are working hard to help them," he added.

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