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.

This new approach is freeing up TSB’s employees in branches and contact centres to focus on serving its most vulnerable customers or those that need essential bank services. 

Since launching on March 25, Smart Agent has answered over 11,000 customer requests using a combination of a chatbot and employees. Before introducing the chat function, these requests would typically have led to a call being made to the Bank’s contact centres or a visit to the branch.  

Working closely with its technology partner, IBM, TSB was able to introduce Smart Agent within five days.

Over 250 TSB employees have now been trained to provide the service. These employees, the majority of whom are working from home, are from all areas of the bank that have stepped in to support customers during this difficult time. 

On Monday, Smart Agent was enhanced to include the ability to authenticate the identity of customers which will enable Smart Agent to be further tailored to their individual needs. The service will also be included within the TSB mobile App. 

Suresh Viswanathan, TSB’s chief operating officer, 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 launch of Smart Agent arrives after TSB announced yesterday that its CEO, Debbie Crosbie, and the bank’s executive committee are voluntarily giving up their bonus awards for 2020 amidst the economic uncertainty of coronavirus crisis.

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