The UK banking giant is piloting a new version of its chatbot, dubbed Cora+, from Monday.
NatWest has doubled the number of queries it handles through its “digital assistant” Cora, as it prepares to deepen its use of generative artificial intelligence to speak to banking customers.NatWest revealed the virtual chatbot handled 10.8 million queries over 2023, up from about five million in 2019.
In May, it suffered outages affecting its online and mobile banking for about four hours, leaving customers unable to access their accounts. It means the chatbot can give more personalised responses to questions and direct people to more relevant links. The system, which was created with IBM, will then store information and share it with a “human agent” who can step in if a customer needs more support.
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