Chatbots for online banking services

Article type: Research Article

Authors: Doherty, Dana | Curran, Kevin^{; *}

Affiliations: School of Computing, Engineering & Intelligent Systems, Faculty of Computing, Engineering & Built Environment, Ulster University, Northern Ireland

Correspondence: [*] Corresponding author. E-mail: kj.curran@ulster.ac.uk.

Abstract: People are interacting increasingly with systems through voice assistants and chatbots sectors such as banking and financial are adopting them to create more responsive customer services. This project aimed to implement a web-based chatbot to assist with online banking, using tools that expose artificial intelligence methods such as natural language understanding. The chatbot allows users to view all their personal banking information from within the chatbot. The system was tested across a range of devices such as Google Home and Assistant on android devices to outline the key differences between the two modes of interaction, spoken and text dialog. These tests showed that chatbots can enhance accessibility, reaffirming that they are more than just a passing fad and have a viable use.

Keywords: Chatbots, HCI, home assistants, mobile

DOI: 10.3233/WEB-190422

Journal: Web Intelligence, vol. 17, no. 4, pp. 327-342, 2019