Emirates NBD’s digital lifestyle brand Liv is rolling out Olivia, the conversational AI chatbot from Kasisto.
With the launch of Olivia, Liv customers can get account information and insight on spending as if texting a friend.
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Furthermore, Olivia can hand over customer conversations to a member of the Liv team.
“With Liv, our goal is to create entirely new consumer experiences that are as natural and easy as a conversation. Kasisto’s agile AI platform with built-in banking expertise meant that we could quickly ‘train’ Olivia. “And we can customise her to reflect the bank’s brand and voice,” says Jayesh Patel, Head of Liv.
“Liv helps customers better manage their finances and we’re very excited that they now have Olivia to further that experience.”
Zor Gorelov, CEO and Co-Founder of Kasisto adds: “Liv’s goal provides a differentiated and digital experience for a new generation of customers. It empowers them in their daily lives, learning and adapting to their individual preferences.
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By GlobalData“And it provides a banking platform that is intuitive and simple to use. It matches perfectly with Kasisto’s vision to enable customers to make better financial decisions through human-like conversational AI.
“We’re thrilled that Liv chose KAI, Kasisto’s state-of-the-art Conversational AI platform to create Olivia and power its conversational capabilities.”
Liv chatbot teaser campaign
To introduce Olivia to customers, Liv launched an innovative teaser campaign across social media channels. The campaign featured a vacancy for a new chatbot, accepting applications and conducting live interviews with the final five candidates.
The event was watched live online by 60,000 customers and subsequently enlisted the support of about 3,000 customers to mentor the new Liv chatbot.
Launched in 2017, Liv is a mobile-only bank for UAE millennials centred around lifestyle. It offers instant fully digital account opening, curated and personalised content, social media–based money transfers and customisable goal-based savings accounts.
Liv also offers gamification to offer a differentiated experience for young customers.
Liv: acquiring over 10,000 new customers a month
Built by a team of millennials, Liv is the fastest growing bank in the UAE acquiring over 10,000 customers every month. The 10th annual RBI Asia Trailblazer Awards on 7 March in Singapore celebrated the success of Emirates NBD.
Suvo Sarkar collected the Asia Trailblazer of the Year individual award. In addition, Emirates NBD bagged the RBI Asia Trailblazer of the Year (Institution) award.
In addition to Liv, DBS, Standard Chartered and Toronto Dominion, among others, use KAI to create virtual assistants and chatbots.
Speaking at the RBI Asia Trailblazer conference, Pedro Souse Cardosa, global head of digital commerce, retail banking at Standard Chartered, referenced early success for its chatbot Stacy.
He says that the launch of Stacy results in a 50% increase in engagement.
Stacy is handling over 2,000 interactions per day. says Cardosa. Moreover, the roll out of Stacy results in a 50% increase in engagement.
