Episode 56: Santander UK's chatbot walkthrough

In this episode, I show you a series of screenshots I took as I walked through the process of requesting a replacement debit card using ⁠Santander UK's⁠ chatbot, Sandi.

This might be one of those episodes that you might want to watch, rather than just listen to -- you can watch on Spotify, or you can ⁠watch the video⁠ on the podcast's YouTube channel.

Summary

Ewan reviews the chatbot capabilities of Santander UK. He compares it to other banks and highlights the strengths and weaknesses of their chatbot systems. Ewan is impressed with Santander's chatbot, called Sandi, as it efficiently handles a simple task of replacing a damaged debit card. He praises Santander for its user-friendly interface, quick response time, and seamless process. Ewan encourages other banks, such as NatWest and Lloyds, to improve their chatbot capabilities to match Santander's level of efficiency.

Sound Bites

• "This is best in class. Absolutely best in class."

• "NatWest, read this and weep."

• "Santander, thank you very much for making such a great capability."

Chapters

• 00:00 Introduction to Chatbots and Santander UK

• 02:17 Comparing Chatbot Capabilities: Santander vs. NatWest vs. Lloyds

• 06:09 The Importance of Simplicity in Chatbot Interactions

• 09:03 Santander UK's Best-in-Class Chatbot Experience

• 10:31 Encouraging Banks to Improve Chatbot Capabilities

Takeaways

• Santander UK's chatbot, Sandi, provides a best-in-class user experience for replacing a damaged debit card.

• Santander's chatbot is efficient, user-friendly, and provides quick responses.

• Other banks, such as NatWest and Lloyds, have room for improvement in their chatbot capabilities.

• Ewan MacLeod encourages banks to prioritize user experience and streamline their chatbot processes.

Keywords

chatbots, Santander UK, Sandi, customer service, banking, user experience