NatWest launches Cora+, a Generative AI upgrade to digital assistant

Digital Reinvention
23/06/2024News

NatWest has announced the launch of Cora+, an upgraded version of its digital assistant Cora, developed in collaboration with IBM. This new version, introduced during London Tech Week, will make NatWest one of the first UK banks to deploy generative AI in a digital assistant.

Digital Reinvention
13/06/2024Article

Financial Innovation Spotlight: June 2024 edition

Enhanced customer support with Cora+

Cora+ builds on Cora's existing capabilities, transforming it into an intelligent virtual agent that uses generative AI to provide more intuitive and conversational customer experiences. Initially launched as a 12-week pilot, Cora+ will be fully rolled out at a later date.

Key features of Cora+

• Multi-channel integration: Cora+ will access information from multiple secure sources, enhancing its ability to provide comprehensive assistance. Developed with IBM’s Client Engineering team, this feature will be available in specific customer journeys during the pilot phase.

• Enhanced conversational abilities: With generative AI, customers can ask questions and receive responses in a natural, human-like style. Cora+ will provide accurate and personalized answers, unlike the previous version which directed customers to general information pages.

• Proactive assistance: Cora+ will anticipate customer needs based on past interactions and transaction history, offering proactive suggestions and insights to help manage finances more effectively. If human intervention is needed, IBM’s AI platform will summarize conversations for customer service agents.

• Broader knowledge base: Cora+ is trained on a wide range of banking topics, enabling it to assist with more queries than before. Top customer queries include canceling transactions, changing addresses, requesting statements, and opening ISAs.

Leadership perspectives

Wendy Redshaw, Chief Digital Information Officer of NatWest Group's Retail Bank, stated, "Cora+ is a major step forward in enhancing customer experience through AI. We're proud to collaborate with IBM to provide a more seamless, human-like interaction for our customers."

David Lindberg, CEO of Retail Banking at NatWest, added, "With nearly 11 million queries answered last year, Cora has been a key tool for our customers. Cora+ will take this further by offering personalized and responsive support, transforming day-to-day banking interactions."

Nicola Hodson, Chief Executive of IBM UK and Ireland, commented, "The launch of Cora+ marks a new milestone in our partnership with NatWest. Generative AI enhances customer experience, and we’re excited to expand Cora+ capabilities safely and securely."

Cora+ is accessible through the NatWest website, mobile app, and social media platforms, ensuring convenient customer support. Customers can still speak with representatives during business hours.

Related news & insights

07/05/2025Article

How UOB is future-proofing its workforce – One career at a time

From AI training to retirement prep, United Overseas Bank (UOB) is making bold investments in its people. The Singapore-based bank...

Digital Reinvention
06/05/2025Interview

Further Insights: The shift from branches to bots in Turkish banking

Meral Ahu Karageyim, senior researcher at Bogazici University Center for Applied Research in Finance (CARF), in collaboration with her co-author...

Digital Reinvention
05/05/2025News

Commerzbank’s AI avatar “Ava” redefines customer engagement

Ava isn’t just another chatbot — she’s a human-modeled, conversational assistant designed to provide instant, 24/7 support, blending the convenience...

Insurance
05/05/2025News

Qatar Insurance Company unveils “Coins” loyalty program

This new program promises not just coverage, but rewards that keep giving back.

Insurance
01/05/2025News

AXA expands GBA medical concierge services to meet rising cross-border healthcare demand

The expansion includes an upgraded Cancer Medical Concierge and a newly launched Endoscopy Medical Concierge, offering broader and more personalized...

Digital Reinvention
01/05/2025News

UOB and Accenture team up to transform banking with GenAI

This collaboration—the first of its kind between Accenture and a Singapore-based bank—aims to transform the customer experience and drive innovation...

Insurance
30/04/2025News

eHealth launches AI voice agents to transform health insurance shopping experience

The initiative is part of the company’s broader strategy to use artificial intelligence to complement—not replace—its licensed insurance agents, enhancing...

Digital Reinvention
23/04/2025Article

Innovation of the Month: Financial insights from Alvie, Desjardins’ AI assistant

This month’s Qorus Innovation in Banking award goes to Desjardins for Alvie, their new in-app virtual assistant, which takes a...