AI product
Cora is NatWest's customer-facing digital assistant, handling roughly 100,000 customer conversations per day. NatWest is moving it from scripted answers toward AI-generated responses supported by retrieval-augmented generation (RAG) and agents that can perform actions such as payments and address changes.
The system uses a routing funnel to limit which requests reach an AI model, evaluates quality across multiple scores rather than a single accuracy measure, and uses human review, model-based judging, feature flags, shadow deployments, and gradual rollout to manage safety and reliability risks in a regulated banking environment.
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NatWest's customer-facing digital assistant handling around 100,000 conversations a day, moving from scripted answers to AI-generated responses backed by RAG and agents that can take actions like payments and address changes.
1 in the library.