NatWest selects IBM’s Watsonx platform for Cora:
- NatWest partners with IBM for Cora’s enhancement.
Cora+ offers more human interactions:
- Cora+ designed to provide a more accessible and human interaction for customers.
- Developed with IBM, it offers conversational responses to complex customer queries.
Leveraging generative AI for expanded capabilities:
- Cora+ uses generative AI to handle various customer queries.
- Draws on multiple sources of information that were previously inaccessible to older chatbot versions.
Cora’s history and evolution:
- NatWest introduced Cora in 2017 as a text-based service.
- Initially capable of answering 200 basic banking queries.
Collaboration and validation with IBM:
- Collaboration between NatWest’s business and technology units and IBM’s client engineering team in New York.
- Ensured the accuracy and speed of Cora+’s responses.
Focus on trust and governance:
- NatWest aims to make Cora+ a trusted and reliable digital partner for customers.
- IBM emphasizes the importance of guardrails and governance for maintaining trust and openness.
Multilayer customer experience:
- Customers can still speak with branch representatives over the phone.
- NatWest positions itself as a “relationship bank in a digital world.”
