SEB, Nordea and Nova have developed AI-driven chatbots to handle customer requests and free staff time for more complex issues. Chatbots Aida, Swedbank and Nina respectively, sound like women, as research suggested people feel more comfortable with female voices. Nordea’s chatbot will be used to offer investment advice, help customers open savings accounts and cancel lost cards, said Mattias Fras, Nordea’s head of strategy. Following branch closures, customer satisfaction scores for Swedish banks have hit 20-year lows. A GfK study suggested correctly programmed AI and chatbots could bridge the gap between expected and actual service levels provided by banks.
SEB, Nordea and Swedbank have developed AI-driven chatbots to handle customer requests and free staff time for more complex issues. Chatbots Aida, Nova and Nina respectively, sound like women, as research suggested people feel more comfortable with female voices. Nordea’s chatbot will be used to offer investment advice, help customers open savings accounts and cancel lost cards, said Mattias Fras, Nordea’s head of strategy. Following branch closures, customer satisfaction scores for Swedish banks have hit 20-year lows. A GfK study suggested correctly programmed AI and chatbots could bridge the gap between expected and actual service levels provided by banks.