INDUSTRY WATCH

The bank will be among the first in the UK to deploy generative AI with a virtual assistant enabling a safe , intuitive and accessible experience in its digital services .

Harnessing the power of responsible and ethical AI forms part of the bank ’ s wider strategy , collaborating with IBM and other experts to help customers achieve financial wellbeing through personalised support . By leveraging IBM ’ s enterprise grade AI and data platform , WatsonX , teams are co-creating a digital concierge ( Cora +) that evolves the chatbot ’ s capability into a more interactive and conversational experience , where this benefits customers .

This innovative capability has been designed to provide a more accessible and human interaction for customers looking to compare products and services across the product suite or who are looking for information across the NatWest Group websites . relationship bank in a digital world , building trusted , long-term relationships with our customers through meaningful and personalised engagement .

“ Building on Cora ’ s success over the last five years , we ’ re working with companies like IBM to leverage the latest generative AI innovations that will help make Cora feel even more ‘ human ’ and , most importantly , a trusted , safe and reliable digital partner for our customers .”

As banks increasingly become digital enterprises , attracting and retaining top technology talent has become an industry priority . The importance of mindful innovation and safe exploration is key , and aligned to NatWest ’ s Digital X Strategy , which focuses on three pillars : engineer , protect and operate . This provides the bank with opportunities to collaborate with specialist industry leaders , like IBM , and work together on cutting edge , emerging technologies to deliver what matters most for customers .

Cora + will be able to access information from multiple secure sources that were previously inaccessible through chat alone , such as products , services , information about the bank and career opportunities . Customers can ask questions and receive responses in a more natural , conversational style and are provided with links to requested information , which they can either view immediately or bookmark for later . Customers will continue to have the option to speak on the phone with branch representatives during business hours .

Chief Digital Information Officer , Wendy Redshaw of the NatWest Group ’ s Retail Bank , said : “ We are a

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