NatWest Bank has announced the launch of Cora+, an upgrade to its digital assistant, Cora, developed in collaboration with IBM. Being one the first banks in the UK to deploy GenAI through a digital assistant.
In 2023, Cora helped customers with 10.8 million queries in their day-to-day banking needs, an increase from just over 5 million in 2019.
Cora+ will build on current capabilities into an intelligent virtual agent that uses Generative AI to provide more intuitive, conversational customer experiences. Cora+ will initially be introduced as a 12 week pilot to address learnings and updates, before we fully rolled it out at a later date.
Speaking about the launch of Cora+, Wendy Redshaw, the Chief Digital Information Officer of our Retail Bank described Cora+ as ‘a major step forward in how customers interact with NatWest.’ Redshaw continued: “by collaborating with IBM, we have been able to build on Cora’s success and leverage the latest innovations in AI, and we’re proud to be one of the first banks in the UK to do this. Cora+ will not only provide a more seamless ‘human’ experience, but also be a trusted, reliable digital partner for our customers.”