NatWest and IBM Enhance Banking Experience with Generative AI

November 9, 2023

NatWest Group, in collaboration with IBM, is set to revolutionize customer experience in banking with the introduction of a generative AI-powered virtual assistant, Cora. This initiative is part of NatWest's broader strategy to leverage IBM's enterprise AI platform, WatsonX, to provide customers with a more intuitive and accessible digital service. The enhanced Cora will be capable of delivering personalized, conversational responses to complex customer queries, accessing a wide range of information across NatWest Group's services. 

This move aligns with the growing trend in the customer experience management (CEM) market, which is projected to expand from $7.8 billion in 2020 to $14.5 billion by 2025, at a CAGR of 13.3%, according to MarketsandMarkets. The integration of AI into customer service platforms is a significant driver of this growth, as it allows for more efficient and personalized interactions. 

For the customer experience (CX) sector, the implications are profound. AI-driven virtual assistants like Cora can handle a higher volume of customer interactions with greater accuracy, freeing human agents to tackle more complex issues. This not only enhances the customer experience but also optimizes operational efficiency for financial institutions. 

NatWest's initiative demonstrates the potential of generative AI to transform the banking industry's approach to customer service, offering a glimpse into the future of personalized banking experiences. As the CEM market continues to grow, the adoption of AI technologies like WatsonX will become increasingly critical for banks aiming to maintain a competitive edge in customer satisfaction and engagement. 



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Customer Eexperience Management Market,

$11.4 BN
$20.4 BN

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NatWest and IBM join forces to revolutionize banking experience with Cora, a cutting-edge AI virtual assistant.


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