Spanish banking group BBVA has partnered with US technology company IPsoft to jointly develop artificial intelligence technology-powered digital customer support services.
The new technology will utilise IPsoft’s virtual assistant Amelia and is expected to provide customised service to the users across all channels.
The technology has completed initial trials in Mexico in which it interacted with the customers and addressed their complaints.
The success of the trials encouraged BBVA to utilise digital assistants in other regions and expand its usage to offer a complete digital experience.
Commenting on the new agreement, BBVA Architecture & IT Innovation global head Ignacio Bernal said: “This agreement marks another step in the development of BBVA’s digital strategy and will allow us to pioneer the implementation of AI for use by both our customers and employees.”
The collaboration will look to upgrade the digital assistant Amelia with artificial intelligence and Natural Language Processing technologies to enable automation of specified tasks as well as carry out interaction with the customers.
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IPsoft’s Amelia is said to detect and adapt to the caller’s emotions and take decisions in real time.
It can also provide suggestions to enhance the current processes.
IPsoft Spain & Latin America CEO Javier Díaz: “Amelia is the result of 20 years of research during which we have tried to emulate the way the human brain works.
“We are confident that Amelia will help BBVA achieve new milestones in their digital transformation journey and will help improve the experience of the customers of one of the world’s leading financial institutions.”