NatWest has announced a partnership with IBM to upgrade its virtual assistant to use generative AI (GenAI) and provide customers with more accessible and human interaction.
Cora+, which has been developed in partnership with IBM and is an upgraded version of the existing Cora chatbot, promises to help customers looking for information or compare products and services.
NatWest said the chatbot will be able to access information from multiple secure sources that were previously inaccessible through chat alone, such as information about the bank and career opportunities.
Additionally, customers will be able to ask questions and receive responses that the bank claims are in a more natural conversational style. Customers will receive links to information and be able to speak with branch representatives during business hours.
The bank said the move is part of a wider strategy to employ AI to help customers with their financial wellbeing and offer personalised support.
Wendy Redshaw, chief digital information officer of the NatWest Group's Retail Bank, said: "We are a 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."
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