Summarize this content to 2000 words in 6 paragraphs in Arabic Stay informed with free updatesSimply sign up to the UK banks myFT Digest — delivered directly to your inbox.Virgin Money\u2019s AI-powered chatbot has reprimanded a customer who used the word \u201cvirgin\u201d, underlining the pitfalls of rolling out external artificial intelligence tools.In a post last week on social media site LinkedIn, David Birch, a fintech commentator and Virgin Money customer, shared a picture of his online conversation with the bank in which he asked: \u201cI have two ISAs with Virgin Money, how do I merge them?\u201dThe bank\u2019s customer service tool responded: \u201cPlease don\u2019t use words like that. I won\u2019t be able to continue our chat if you use this language,\u201d suggesting that it deemed the word \u201cvirgin\u201d inappropriate. Virgin Money apologised for the mistake in a statement on LinkedIn and added there had been \u201cmore at work than just single word exception\u201d.\u201cRest assured, we are working on it,\u201d the bank said. \u201cThis specific chatbot is one that had been scheduled for improvements which will be coming soon to customers.\u201dThe bank declined to comment beyond its post on LinkedIn.The incident comes as high-street banks across the UK are racing to roll out customer-facing generative AI tools in an effort to personalise their services and boost loyalty. It also follows Nationwide\u2019s \u00a32.8bn acquisition of Virgin Money last year. The building society has vowed to improve the bank\u2019s customer satisfaction scores. Virgin Money ranked 15th out of 16th in overall service quality in 2023, according to an industry-wide survey conducted by Ipsos.Banks have used artificial intelligence and machine learning to drive efficiencies in back-office areas such as transaction monitoring for years. But since the first AI chatbots launched two years ago, they have also been experimenting with generative AI.One worry for lenders is the risk of so-called hallucinations, which occur when chatbots spew out incorrect information. An Air Canada incident has become a cautionary tale for the industry. The airline was forced to compensate a customer after its AI chatbot wrongly told him he was entitled to a discount.One person familiar with the situation at Virgin Money said the mishap had occurred on one of its oldest chatbots, powered by basic natural language processing and which was not running on its most recently upgraded models.Video: AI is transforming the world of work, are we ready for it? | FT Working It<\/p>\n","protected":false},"excerpt":{"rendered":"
Summarize this content to 2000 words in 6 paragraphs in Arabic Stay informed with free updatesSimply sign up to the UK banks myFT Digest — delivered directly to your inbox.Virgin Money\u2019s AI-powered chatbot has reprimanded a customer who used the word \u201cvirgin\u201d, underlining the pitfalls of rolling out external artificial intelligence tools.In a post last<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[63],"tags":[],"class_list":{"0":"post-185733","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-tech"},"_links":{"self":[{"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/posts\/185733","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/comments?post=185733"}],"version-history":[{"count":0,"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/posts\/185733\/revisions"}],"wp:attachment":[{"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/media?parent=185733"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/categories?post=185733"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/globetimeline.com\/ar\/wp-json\/wp\/v2\/tags?post=185733"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}