Ask Nova – get a taste of the future

28-06-17 12:47 | Digital banking | The Digital Hub

We have a new colleague at Nordea – Nova. She works as a chatbot for Nordea Life & Pensions in Norway, with the mission of providing customers with a better experience. Her mission starts by helping you find an answer to your questions quickly and easily. So far, she has been trained to answer basic questions relating to pension and insurance in Norwegian. If she can’t answer, or if she doesn’t understand, she refers you to one of her human colleagues. 

She will be on a steep (automated) learning curve, building more knowledge about how to interpret and respond to customers’ queries. For now, she only has access to the information on the open pages, and she is not allowed to store any sensitive information. 

Going forward, she will be able to guide customers to a secure environment with log-in, enabling them to perform tasks and/or obtain advice there. In addition, her human colleagues will be able to focus more on innovation and use data to provide better recommendations and more proactive customer support.

This is the beginning of a new era. Customers will be able to get a better and faster service – effectively, efficiently and on their terms. Some customers still want personal (human) interaction, and they should of course get that. I foresee that AI (Artificial Intelligence, on which Nova is built) will be the new UI (User Interface). I also believe that the new ways of doing banking, in different parts of the eco-system, will require us to be wherever the customer is. Nova might be one of the ways we make that happen.

The Nova launch is about driving innovation to create great customer experience. Implementing cloud-based chatbot solutions in a large bank requires lots of perseverance, since we must comply with a great deal of rules and regulations. However, we did it and you can now take the opportunity to have a chat with Nova at nordea.no/liv. Why not start with the question “What is the meaning of life?”

To be continued…

/Mattias Fras, Group Head of Robotics Strategy & Innovation

Follow me on Twitter: @mattiasfras

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