APS Bank plc has introduced a virtual assistant on the Bank’s website. AVA, an acronym for APS Virtual Assistant, provides 24/7 support on common banking queries, allowing the Bank’s staff more time to share their expertise and engage with customers on more complex matters. This project was the result of a collaboration between the Voice of the Customer and Digital Innovation teams.
Daniel Cassar, Head of Digital Innovation stated, “Our aim is to continually innovate and adopt modern technologies to offer additional services to our customers. AVA is based on AI (Artificial Intelligence) and over the past weeks, we have been training her to answer the most common customer queries. Based on the customer feedback we will continue optimising the service to continue delivering frictionless customer service interaction.”
Scott Lee Holloway, Voice of the Customer Manager commented, “AVA is a fantastic tool to direct customers to the information they require on the website. APS Bank is one of the first in the local market to introduce this functionality and we have already received a fantastic response from users.”
