Banking AI in multiple business functions at NatWest

NatWest Group has expanded the use of artificial intelligence in several areas of its operations, citing customer service, document management in its wealth management division, and software development. According to a blog post by its chief information officer, Scott Marcar, 2025 was the first year in which these systems were deployed at scale. The aim is to improve productivity and customer engagement.

Generative AI in customer service

In customer service, generative AI has been added to Cora, the bank’s digital assistant, and the number of possible customer journeys that can be supported by generative AI increased from four to 21. The bank reports this has let led to quicker resolution times and a reduced need for human intervention.

Early this year, 25,000 customers will get access to a new agentic financial assistant in Cora, which is built on OpenAI models. Cora will let customers ask questions in natural language about recent transactions and their spending patterns from the bank’s app.

The next phase involves adding voice-to-voice abilitie...