Ellí answers over 1000 questions each day – here are the most common ones
Let’s be honest - most of us probably have a rather negative experience of chatbots. That’s changing and the technology is advancing by leaps and bounds, as is Ellí, Landsbankinn's chatbot. The most common questions Ellí gets reveal that she’s up against some initial natural prejudice. The first and most common question asked is namely some variation of “Can I please speak to a real person”. Given the chance, Ellí performs surprisingly well for our customers and resolves around 57% of their queries without reference to her human colleagues. Not just that, 86% of customers give her the thumbs up!
Those of us who work with Ellí also use her to identify opportunities to improve and provide even better customer service. We were interested to compare our service in English and Icelandic and checked to see whether Ellí was getting different questions from Icelandic and English-speaking customers. That turned out not to be the case and the three most commonly asked questions are very similar in both languages, though in a different order (not counting the most common question in English, “Do you speak English?”. Ellí is currently learning.).
The three most common questions concern:
- Payment cards
- Trouble logging in to online banking/the app
- Electronic ID
How do I apply for a payment card, renew or close cards?
Let’s answer the easiest question first! Renewing a Landsbankinn payment card is fully automatic for both debit and credit cards. You don’t need to do anything. The old card is valid throughout the month printed on the card and a new card arrives automatically in the mail.
Applying for a payment card in Landsbankinn’s app is quick and easy. In order to get a debit card, you need to own a current account with us. This is taken care of in the step-by-step application process in the app (don’t worry, there aren’t many steps!). The same applies to credit cards - the application process in the app is fast and convenient. If you don’t want to use the app, we’re there for you over the phone during the Customer Service Centre’s opening hours.
We recently added a feature in the app that allows you to deactivate (and reactivate) various functions of your payment cards. This is conceived of as an emergency function for customers who experience some kind of mishap with their cards, and also as a pro-active security measure. To adjust these settings, select “Cards” and then the three dots that appear under the image of each card. From there, go to “Security and monitoring”.
Important note - if you use the emergency closure feature, you can’t re-activate your cards or re-open access to online banking on your own. For that you need to call the Customer Service Centre and speak to us directly.
How do I log in to online banking and the app?
There are a couple of different ways to log in to online banking and the app. Recent rules on strong customer authentication (SCA) have led to the discontinuation of usernames and passwords as well as text messages for authentication purposes. You can currently log in to online banking with electronic ID or the Auðkenni app. In our app, you have the additional option of using biometrics, i.e. fingerprint or face ID.
How do I get electronic ID? And where?
There is no minimum age requirement for electronic ID. Children can get electronic ID installed on their phones with the approval of parents or guardians. Electronic ID is stored on the phone’s SIM card, only works with Icelandic phone numbers and requires phone service. To activate electronic ID, please visit any Landsbankinn branch or other registration centre, and remember to bring valid identification.
Electronic ID can be used both to log in and to sign electronically.
I can’t use electronic ID - what are my options?
The Auðkenni app is not connected to your phone number and only requires Internet connectivity. It’s a good choice for those who don’t reside in Iceland, don’t have an Icelandic phone number or who don’t always have phone service. If you have turned 18, own a valid Icelandic passport and a phone that is NFC enabled, you can activate the Auðkenni app anywhere in the world. The Auðkenni app can be used to log in and in the vast majority of cases also to sign electronically.
Auðkenni’s website has clear instructions and some troubleshooting advice for electronic ID and the Auðkenni app.
Do androids dream of recognition?
We’ve looked at the most common issues Ellí is asked to solve but she’s capable of helping with a lot more and answering questions about the Bank’s services. We follow communication with Ellí from the sidelines and are quick to add current information and new answers. The chatbot service is literally improving daily. Give it a go - Ellí lives to chat!
Agnes is Landsbankinn’s translator and copy editor, and a part of the team that maintains and develops the Bank’s chatbot.
