Overall, 12,207 customers in Scotland have used Smart Agent, the new online chat service.  Since the outbreak of coronavirus more and more people are turning to digital banking – with over 3,000 people across the UK downloading the app every day since the start of April. 

TSB’s new Smart Agent function on its website gives customers immediate access to help with TSB products and services including those introduced during the coronavirus pandemic, such as repayment holidays on mortgages, personal loans and business loans.

Over 300 staff have been trained to provide help through Smart Agent. Customers now have the ability to ask questions and get their answers ‘live’ from TSB’s employees - the first time TSB has provided this functionality. Smart Agent will soon be available in the mobile app, providing another way for customers to get support from TSB.

In addition, TSB has created over 25 simple to use online forms, which allow customers to apply easily for financial support – whether it’s a mortgage payment holiday, credit card query, or applying for a Government CBILS or BounceBack business loan. These have reduced the need for customers to visit a branch in person or to contact the call centre. 

Mike Gamble, director of analysis and design from TSB, said: “We are proud to be serving customers in Scotland at this difficult time, and we are working at speed to roll out new ways to help customers. At the end of March, we launched our new Smart Agent online chat service in record time, to help cope with the increased demand of customer queries.

“This service connects our customers to experienced TSB staff if our automated answers can’t help solve the query in the first instance and it’s proving to be a really useful service. Thank you to all of our customers in Scotland who are adapting to new ways of banking with us. And a huge thank you to all our employees working on the front line to support our customers in the local community”.

• Read all of our articles relating to COVID-19 here.