NEW YORK, May 3, 2017 /PRNewswire/ -- LivePerson, a leading provider of cloud mobile and online business messaging solutions, has rolled out the first financial industry "hybrid bots" in the world, at the Royal Bank of Scotland, where humans and bots team up in one conversation to offer fast and accurate service. The service, currently live for customers of the Royal Bank of Scotland (RBS) brand, with plans for a wider rollout, supports the bank's mission to be the UK's most helpful bank, centered around the customer. 

LivePerson Logo. (PRNewsFoto/LivePerson, Inc.)

Unlike typical bots to date, which work in isolation from other channels, the RBS approach gives users a single, convenient place to get help, RBS Assist. Combining AI (artificial intelligence)-powered FAQs and bot conversations, RBS Assist is also able to quickly transfer a bot conversation to a human customer service representative if it cannot understand what a consumer wants. This addresses the frustration of chats where the bot cannot help a consumer, who then has to call in to a support line, or go elsewhere for help.

As an open platform, LiveEngage serves as the foundation for RBS's digital communications, and integrates additional technology, including cloud-based AI, and advanced self-service software from Nanorep, to intelligently answer or surface answers to FAQs. With this combined system, millions of RBS customers will in future benefit from the ability to message RBS customer service from their smartphone or computer, and get fast answers powered by AI.

LivePerson's hybrid bot technology works by handing off conversations, back and forth, between human agents and bots This allows the RBS bots to handle routine, administrative tasks, while the bank's human agents take on the more complex, meaningful interactions and ensure that customers are being understood correctly.

If you liked this article you might like

Insider Trading Alert - LPSN, FICO And NSP Traded By Insiders

LivePerson (LPSN) Weak On High Volume

LivePerson (LPSN) Stock Sinking Following Credit Suisse Downgrade

Interesting LPSN Put And Call Options For March 20th