Nordnet rejects AI Amelia’s advances
Sweden-based digital bank Nordnet has decided to end its relationship with IPsoft’s virtual assistant Amelia due to an underwhelming performance.
“We have tried it towards customers, and the response is OK but not overwhelming, so we are choosing to prioritise other things within our artificial intelligence (AI) focus in the short run,” Nordnet’s CEO Peter Dahlgren told Dagens Industri, a Swedish financial newspaper.
As FinTech Futures reported last year, Nordnet chose the “new digital employee” to enable it to “scale customer interactions”.
At that time, Dahlgren said it is natural for the bank to supplement its existing customer service team with AI.
“Amelia is a pioneering result of cognitive research and the world’s most developed system for AI,” he added.
However, back to the present and Nordnet says Amelia hasn’t succeeded.
While artificial and/or real hearts may be broken by this news, Amelia has found attention elsewhere.
Last month, BBVA partnered with IPsoft to develop digital customer support services powered by Amelia.
In February, Credit Suisse recruited Amelia to help “thousands of employees with day-to-day tech problems”.
Back in 2016, SEB was the first bank to use Amelia for customer-facing operations in the Swedish language.