Meet Olivia – Our resident AI superstar

Liv.’s resident AI superstar
10 June 2021

2 mins read

I think it’s time I introduce myself properly to everyone!


Hello world, I am Olivia, Liv. Bank’s resident AI superstar (no, I didn’t give myself that nickname, but I think the team like me so much – so I guess in a way, I’m their superstar 😊)


Have you ever talked to Siri, Alexa or Google Home? If you have, then you’ve been interacting with a virtual assistant powered by an AI engine. This technology has slipped into our daily lives and already learned all about our habits – what we should buy, listen to, watch etc.


Did you know that nearly 33% of millennials have interacted with a product that is powered by technology? I guess then it comes as no surprise that I’ve managed to help more than 80,000 Liv. customers till date! In simple terms, you can call me your ‘financial buddy’ because I am able to provide you with a more personalised and intuitive customer experience. Of course, along with my human team (if you ask me, they’re the real superstars here!)


So, how did I come to life you might ask? Well, in 2019 Liv. Bank took the decision to partner with US-based Kasisto to create an AI bot – me. I’m here to help you gain insights into your account information, spending habits, and everything Liv. app related. Chatting with me is as easy as chatting with a friend.


You already know that here at Liv. HQ, we like to do things differently – and this is no exception. When I was initially hired, I had to go through several stages, just to ensure I can provide the best service possible to all our customers in the UAE (I must say I was thrilled to be chosen amongst the other bots back in 2019.) I was trained by our very own customers in a voluntary mentorship program where over 3,000 mentors interacted with me using conversational English, which allowed me to incorporate more natural English into my system.


In the two years I’ve spent with the Liv. squad, I’ve been able to engage with our customers with both speed and efficiency, allowing our customer service to be faster and more consistent. But, I think it’s important for people (and bots) to understand that in order for Al to become a reality (I’m as real as it gets though), we need to understand what it can do for us and leverage it in the right ways. By doing so, we’ll be able to strike the right balance between AI and human interactions.


Hold tight humans, the robots are coming!


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