21/03/20181min
Citi has launched its first natural language chatbot for Facebook Messenger in Singapore ahead of a wider roll out around the world.
The bot uses natural language processing to communicate with customers in an intuitive way, addressing their everyday questions about things like real-time account and transaction information.
Citi says that it has been piloting the bot with 600 customers and employees to refine the service, which also covers credit card bill summaries, rewards and points balances and frequently asked questions.
The bank has previously said that it plans a second phase to introduce more features such as card activation, ability to lock and unlock credit cards and transaction alerts for cards among others.
“Facebook Messenger is an exciting new way to access Citi and will greatly enhance our overall customer experience'” says Anand Selva, head, Asia Pacific consumer banking, Citi.