Australian bank ANZ’s «Jamie» has managed to answer about 60 percent of customer queries, and developers are working on increasing her ability to answer a wider range of questions.
ANZ’s newest banking assistant, an AI-powered a digital avatar (pictured above) that takes the form of a 25-year-old New Zealand woman known as «Jamie» has answered 12,000 customer queries for the bank in her first 100 days at work, according to New Zealand news portal «Stuff».
Developed jointly with New Zealand AI startup Soul Machines, Jamie, which has a human face, personality and expressions, provides a more immersive experience customer service experience compared to chatbots.
Respond to Human Emotions
As one-third of ANZ customers do not use digital banking channels, the bank hopes that Jamie can make it easier for customers engage digitally with it, according to ANZ head of digital transformation Liz Maguire, in another interview with «Stuff».
Jamie has been programmed to respond to the 30 most frequently asked questions by the bank’s clients, such as how to open a bank account. As she is AI-powered, she can respond to human emotions in addition to questions, and is constantly «learning» based on customer questions and feedback.
