TSB launches Smart Agent Coronavirus chatbot

TSB has launched a new Smart Agent function on its website to give customers immediate access to the measures introduced during the Coronavirus pandemic, including how to apply for a repayment holiday on mortgages, personal loans and business loans.

Customers now have the ability to ask questions and get their answers ‘live’ from TSB’s employees - the first time it has provided this functionality.

This new approach is freeing up TSB’s employees in branches and contact centres to focus on serving its most vulnerable customers or those that need essential bank services. Since launching on 25 March, Smart Agent has answered over 11,000 customer requests using a combination of a chatbot and employees. Before introducing the chat function, these requests would typically have led to a call being made to the bank’s contact centres, or a visit to the branch.

Working closely with its technology partner IBM, TSB was able to introduce Smart Agent in just five days. Over 250 employees have now been trained to provide the service, the majority of whom are working from home, from all areas of the bank.

Today, Smart Agent was enhanced to include the ability to authenticate the identity of customers which will enable it to be further tailored to their individual needs. The service will also be included within the TSB mobile app.

TSB’s chief operating officer Suresh Viswanathan said: “We’re determined to help our customers in every way we can during this difficult period.

"That’s why it was important to deliver this solution quickly and I’m pleased we’ve been able to get it up and running in five days - it’s a testament to our teams working in partnership with IBM and our modern banking platform."

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