The chat function on Landsbankinn’s website has now become even better with the addition of a new chatbot that responds to simple yet varied queries about banking and finance and can help customers in the use of self-service solutions.
The chatbot is always learning and adding to its repertoire with solid support from the Bank’s employees, who monitor its progress and help shape the answers. The chatbot is called Ellí in reference to Landsbankinn’s long history in Iceland and previous name, Landsbanki Íslands. The acronym LÍ when read phonetically in Icelandic is ell-í, or Ellí.
Ellí is on the job around the clock and is always happy to respond online. If she isn’t able to help, she refers customers to our advisors. It’s also easy to decline Ellí’s help right from the start and ask to be connected with an advisor. Outside of opening hours, customers can ask Ellí to relay messages to the Bank’s employees who then review the matter when they come to work. Ellí currently only speaks Icelandic but the aim is for her to learn English in the near future too.
Ellí has had a great start, solving over half of all queries sent in via web chat during opening hours since she was introduced. When Ellí refers customers to advisors, they are most commonly located in Reykjastræti but also in Akureyri, Ólafsvík and other branches and outlets in Iceland. The Bank’s advisors are there for our customers alongside Ellí between 9:00-16:00 all weekdays.
