News

Liv mobile bank partners with Kasisto to debut 'Olivia' AI-based chatbot

April 4, 2019

Liv, the lifestyle digital bank by Emirates NBD, has partnered with US-based Kasisto, creators of the KAI Banking AI platform for finance to introduce Olivia, a conversational AI-based chatbot. 

With the launch of Olivia, Liv customers can get account information and insights on their spending as naturally as texting a friend, according to a press release. 

The chatbot can provide quick answers to questions such as how to make a local transfer or block a card; or how much the customer spent last month on groceries or in restaurants. 

If the customer prefers to chat with a banking agent, Olivia can seamlessly hand over the conversation, the release said. 

Olivia was "trained" by Liv customers in a voluntary mentorship program. More than 3,000 mentors interacted with the chatbot using natural or conversational English, and helping to co-create a more intuitive and personalized customer experience.

During the mentorship program, Olivia was able to offer instant assistance for more than 80,000 customer questions, while learning and incorporating additional nuances of natural language-based communication of UAE customers. 

"We plan to continue to invest in evolving Olivia's functionalities to become more engaging and intuitive," Jayash Patel, head of Liv, said in the release. "As Olivia learns and grows, customers will develop a stronger affinity and a relationship of trust with her and therefore want to contribute to her development while also getting instant answers from her on relevant queries," added Patel.