Banking AI in multiple business functions at NatWest

NatWest Group has significantly expanded its deployment of artificial intelligence across multiple operational areas, including customer service, document management, and software development, with large-scale implementation beginning in 2025. A key innovation is the enhancement of its digital assistant, Cora, which now supports 21 different customer journeys through generative AI based on OpenAI models, enabling quicker resolutions and reducing human intervention, particularly in handling transactions, spending inquiries, and fraud reporting. The bank's AI initiatives have also delivered substantial internal efficiencies, such as automated call summaries and complaint drafting tools that have saved over 70,000 hours of