first direct’s Dot the Bot receives 92% approval rating from customers

By Megha Bhattacharya

first direct today announced that, following the launch of Mobile Chat in 2020, its chatbot – Dot the Bot has received an approval rating of 92%. The company’s Mobile Chat is available to customers once they’re signed into the banking app. It enables people to start, pause, and resume a text conversation with the company without needing to wait for a live connection. Mobile Chat is available on Android and iOS

Chris Pitt, CEO of first direct, said, “Dot is a way for us to provide the amazing service we deliver on the phone via our digital channels. We see this becoming a major channel for us and our customers in the future as it enables us to have personalised, meaningful, and relevant dialogues with customers on our digital channels. It’s proving a great way to support customers who are ‘time poor’ or multi-tasking, or who’d just prefer not so speak to someone directly. Dot is already one of the hardest working members of the team; it never goes to bed, it’s never not there for you, and it’ll never ghost you!”

Last year, mobile banking solutions provider first direct selected Mastercard today as its partner for its debit card portfolio. The collaboration will enable first direct to provide its customers with cards from the end of this year, as a part of its multi-year agreement. The company states that the agreement will also facilitate the provision of digital benefits for first direct customers, including card controls and functionality, as well as exclusive offers, and a new rewards/loyalty program.

Chris Pitt added, “Dot can currently answer a wide range of general customer queries, while our people will handle all the account related enquiries. Our intention is to ‘train’ Dot to do a lot more, including performing services on behalf of the customer, as soon as we’re confident we can maintain the same level of customer service fd is known for.”