The Challenge
Improving digital customer service and fraud reporting through AI while maintaining customer satisfaction.
The AI Solution
"Cora" customer-facing chatbot and internal "Ask Archie" assistant enhanced with OpenAI's generative models to handle more complex inquiries and even process fraud reports via chat.
Type of AI Used: Generative AI (LLM integration in chatbots)
Results & Impact
In 2024, after adding OpenAI tech, NatWest saw Cora's customer satisfaction scores jump 150%. The upgraded Cora can resolve significantly more issues without human intervention.
