NatWest’s virtual ‘assistant’ handling double the number of customer queries
The UK banking giant is piloting a new version of its chatbot, dubbed Cora+, from Monday.
NatWest has doubled the number of queries it handles through its “digital assistant” Cora, as it prepares to deepen its use of generative artificial intelligence to speak to banking customers.
The UK banking giant is piloting a new version of its chatbot, dubbed Cora+, from Monday.
NatWest revealed the virtual chatbot handled 10.8 million queries over 2023, up from about five million in 2019.
The top five questions being asked via Cora are about cancelling a transaction, changing an address, asking for a bank statement, requesting a new bank card, or opening an ISA, according to data from the bank.
Major high street banks have been making strides in recent years to modernise their online and mobile banking services, which they say has coincided with fewer customers visiting their branches.
