UK-based TSB Bank has launched a Smart Agent function to provide customers access to certain relief measures amid the coronavirus (Covid-19) pandemic.
These measures include repayment holidays on mortgages, personal loans, and business loans.
Go deeper with GlobalData
The new Smart Agent function allows customers to live chat with TSB employees and get the answers they need regarding their daily banking services.
It will be managed remotely by 250 TSB staff members.
TSB COO Suresh Viswanathan said: “We’re determined to help our customers in every way we can during this difficult period.
“That’s why it was important to deliver this solution quickly and I’m pleased we’ve been able to get it up and running in five days – it’s a testament to our teams working in partnership with IBM and our modern banking platform.
“It means that our colleagues across TSB who may be working from home can continue to help customers to access all our online and digital services.”
The Smart Agent solution was first launched on 25 March in collaboration with IBM.
Since its launch, the solution has answered over 11,000 customer requests using a combination of a Chabot and employees.
Now, the new solution, which will also be included within the TSB mobile app, has the ability to verify customers’ identity as well.
