Starling launches customer-facing genAI chatbot in ‘UK industry first’

Starling has launched a new generative AI (genAI)-powered chatbot in what the digital bank describes as a UK industry first.

The new tool, called ‘Spending Intelligence’, enables customers to ask questions about their spending, with the tool providing instant analysis on everything from how much a customer has donated to charity in the past year to how much they have spent on groceries.

The chatbot also produces graphs and analytics in response to questions to help customers track their spending habits over time.

The bank says that the tool, which was built using Google Gemini, is the first of its kind to let customers use in-app AI and natural language to directly interact with their spending data.

The launch marks the first phase of Starling’s wider plans to implement AI across customer touch points, with the neobank planning to roll out several "pioneering" money management features and tools.

The move comes a week after the digital bank’s chief financial officer revealed the bank's plans to roll out customer-facing AI.

Speaking at Money 2020 in Amsterdam last Tuesday, Declan Ferguson, who is responsible for the finance function across both the retail bank and Software-as-a-Service arm, also said that the organisation will grow its technology-led and data headcount from 600 employees to 1,000, or possibly more.

"Introducing Starling Intelligence - really pleased to be the first UK Bank to putting generative AI in the hands of our customers," wrote Ferguson on LinkedIn. "This feature, powered by Google’s Gemini, is our first step towards a bigger ambition to implement AI within our banking app to all customers."

The rollout follows the launch of several AI tools developed by Starling on its Google Cloud infrastructure, including features of cybersecurity, fraud prevention, and customer service.

Last year, the bank announced the launch of a new in-app tool designed to help its customers identify bank impersonation scams.

Starling's new tool features ‘call status indicators’, which instantly let customers know if they’re receiving a genuine call from the challenger bank at that very moment.

“Starling disrupted the banking sector with an app-based approach to money management, now we’re doing it again with AI,” said Harriet Rees, chief information officer, Starling Bank. “We believe that anyone and everyone can be ‘Good with money,’ so we’ve designed this feature so that people can engage with their finances in a way that feels natural to them. The more you talk or type, the more you’ll learn about your money management.”

Starling said that in line with its commitment to privacy, customers have to opt in to use Spending Intelligence and can opt out at any time.

It assures customers that all data remains securely within Starling’s Google Cloud environment and is not used for training purposes.

---