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December 2016-February 2017

Interview: How Swedish bank prepared robot for customer services

After making the decision to look at the possible uses of artificial intelligence in its business, Swedish bank SEB ran a nine-month internal pilot of IPsoft’s Amelia customer services robot, before deciding to roll it out to customers in steps. The SEB implementation, where Amelia speaks Swedish, is the software’s first non-English-speaking deployment. Because this is also a first for IPSoft, SEB is running the project as a joint venture with the supplier. Mikael Andersson, transformation lead at SEB, talks to Computer Weekly about the project to bring Amelia on board, and the bank’s plans for the platform. Started in 1856, SEB has 15,000 employees, and is predominantly a corporate bank. It also has about one million retail banking customers in the Nordic region, mainly in Sweden. Andersson is the programme manager of the bank’s Amelia exploration project. He says, after identifying the potential of IPsoft’s technology in early 2016, the bank started to explore areas where it could use the supplier’s Amelia customer service ...

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