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NatWest engages IBM to revamp chatbot service with generative AI

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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.”

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