Emergency situation triples workload of SEB’s Chatbot

In the past month, people have used the Chatbot to communicate with the bank three times more often than before. Due to the emergency situation, interest in grace periods has significantly increased, but people are also looking, among other things, for ways to perform their banking operations independently on the internet and without visiting a bank branch – for example, people are asking the Chatbot about changing their internet bank user identification and limits.  

In the past month, people have used the Chatbot to communicate with the bank three times more often than before. Due to the emergency situation, interest in grace periods has significantly increased, but people are also looking, among other things, for ways to perform their banking operations independently on the internet and without visiting a bank branch – for example, people are asking the Chatbot about changing their internet bank user identification and limits. The third most popular are inquiries regarding the concluding of contracts, making an appointment to visit a bank branch, and opening hours.

‘Based on these statistics, we can say that SEB’s clients are quick to learn and adapt. Since the Chatbot is able to help several clients simultaneously, then its popularity has grown in the past month. Another topic that people continue to be interested in during the emergency situation is card-related questions – the issuing of cards and activating a new bank card. The number of clients being advised and directed by the Chatbot to pages on the bank’s website is also higher than usual – for example, how to open an account via a video call, and how to obtain an account statement from the Internet Bank. Clients continue to remain interested in loan products; however, this interest has remained at the same level as in previous months’, said Ainar Leppänen, SEB’s Head of Retail Banking, while commenting on the Chatbot’s work.

‘The Chatbot is also of great help to customers in different error situations, where the client is able to obtain operative information concerning technical errors’, Leppänen added. The bank confirms that the Chatbot is actually of help to people, because only a fraction of the queries made to it are redirected to SEB’s client advisors.

The Chatbot is able to answer all queries simultaneously without any queues forming. You can find the Chatbot on the SEB website www.seb.ee, and this capability has also been added to the “Message to the Bank” advice in the SEB Internet Bank. To receive a quick reply, we recommend that you contact the Chatbot first.

Additional info:

Evelin Allas
Communications Manager
Marketing and Communications Division
SEB Pank

Phone: +372 665 5649
Mobile: +371 511 1718
Address: Tornimäe 2, 15010 Tallinn
E-mail: evelin.allas@seb.ee