NatWest is enhancing its chatbot, Cora, by incorporating generative AI capabilities, thereby providing a more human-like interaction for its customers.
In partnership with IBM, NatWest has utilized the AI and data platform watsonx to develop an advanced version of Cora that offers more personalized support. Named Cora+, this upgraded chatbot can retrieve information from various secure sources that were not previously accessible through chat functions alone. This includes details about products, services, the bank’s offerings, and even career opportunities. Customers can engage in a more natural conversational style, ask questions, and receive comprehensive answers. Additionally, Cora+ presents links to relevant information which users can either view instantly or save for future reference.
Wendy Redshaw, the Chief Digital Information Officer at NatWest’s retail banking division, stated, “We pride ourselves on being a relationship bank in a digital era, fostering trusted, long-lasting relationships with our customers through meaningful and personalized engagement.” She further emphasized the importance of building on Cora’s success over the last five years by collaborating with innovative companies like IBM. This partnership aims to enhance Cora’s human-like qualities, establishing it as a dependable and secure digital companion for customers.