Toby Coop

Completed a 45-day work placement in different departments at the Royal Bank of Scotland

Human Resources - I was given the responsibility to test the chatbot system, Ask Archie

For the external system, I acted as if I was a customer at the business and typed out a variety of questions, words and phrases to test the bot's responses and recorded its answers in a spreadsheet so the business knows what the bot responds well to and does not respond to

For the internal system, I tested a range of scenarios, including incorrect pay, change of contracts and sickness absences, to check that employees were able to get the answers they needed and be directed to the support that they required

Customer Services - I greeted customers at the door and helped them set up online banking on their devices; I also directed customers to their appropriate area of the bank, e.g., cash machines, travel desk, etc.

Customer Support - I read and listened to customers' emails and voice mail regarding their questions and problems and delivered them to the relevant people

The skills obtained or improved from this placement included Microsoft Excel, note-taking, categorisation, active listening, chatbot development, communication, surveying and customer services