TSB has announced that it has completed the integration of its IBM-powered virtual assistant with its mobile banking app.

The chat service, dubbed TSB Smart Agent, was launched last year to address rapidly changing customer requirements amid the pandemic.

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According to the bank, TSB Smart Agent is already clocking more than 1,000 conversations per day on mobile devices.

Since the launch, the virtual assistant has handled around one million conversations with customers. The AI-driven platform will also develop constantly to improve responses as well as increase the breadth of query management.

TSB COO Suresh Viswanathan said: “As more and more customers bank and shop online, we have introduced TSB Smart Agent to our mobile banking app. Throughout the pandemic it has proved a quick and helpful way of answering customer questions on internet banking.

“Through our modern digital platform and strong partnership with IBM, we have again delivered cutting-edge technology to meet the changing needs of our customers in an increasingly digital age.”

IBM UK Global Business Services Partner and AI Practice Leader Michael Conway said: “As the financial services industry continues its rapid transformation, it was a real pleasure to work in partnership with TSB and support its ambition to become a truly digital business.

“By modernising applications and tapping into higher value technology, including AI, TSB has been able to deliver new innovative services to its customers.

“Bringing artificial intelligence into new areas for the bank and building on its hybrid cloud foundations has brought even more efficiency and effectiveness.

“This shows how technology can be employed at pace to further enhance the stellar work already being carried out by the bank’s employees.”