Eastern Bank Ltd (EBL) has become the first bank in Bangladesh to launch an artificial intelligence (AI) based chatbot. EBL’s Digital Interactive Agent (DIA) will communicate with customers via Facebook Messenger, providing information about their accounts, credit and prepaid cards, and general information about EBL’s products and services.
EBL says the chatbot will also soon be available on Twitter and Viber. A computer programme that conducts a conversation via auditory or textual methods, chatbots are increasingly becoming popular in developed countries for customer services or as the first point of contact with companies.
While some chatbots use sophisticated natural language processing system, many simpler systems scan for keywords within the input and then pull out a reply with the most matching keywords, or the most similar wording pattern, from a database.
Managing Director and CEO of EBL, Ali Reza Iftekhar launched the chatbot at a ceremony held at a city hotel recently.
He also said: “Eastern Bank Ltd. takes the pride to be the first bank in Bangladesh to introduce artificial intelligence based service for its customers. We are sure this will help them manage their time and banking efficiently. EBL always strives to innovate and will continue to do so by bringing in exciting products and a service to the market to make everyone’s banking transaction.”
Based on customer experience and feedback, EBL will update the chatbot by adding new features.