{
  "apiVersion": "v1",
  "passage": {
    "id": "natwest-2024-cora-ai-virtual-assistant-handled-11-2025",
    "text": "In 2024, Cora, our AI virtual assistant, handled 11.2 millionLA Retail Banking conversations, almost half of which required no human input.",
    "speaker": null,
    "role": null,
    "organization": "NatWest Group",
    "aiVendor": false,
    "work": {
      "title": "NatWest Group annual report, strategic report (the company's own annual publication)",
      "type": "post",
      "date": "2025-02",
      "publisher": "NatWest Group annual report, strategic report (the company's own annual publication)",
      "url": "https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2024/strategic-report-2024.pdf"
    },
    "grade": "B",
    "verification": {
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      "reviewedOn": "2026-10-31"
    },
    "topics": [
      "ai-support-resolution"
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    "functions": [
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    "figures": [
      {
        "metric": "support-ai-volume",
        "value": 11200000,
        "unit": "count",
        "period": "FY2024",
        "definition": "Retail Banking conversations handled by Cora; marked 'LA' (limited assurance by EY).",
        "level": "unclear"
      }
    ],
    "context": null,
    "url": "https://the-ai-record.com/passages/natwest-2024-cora-ai-virtual-assistant-handled-11-2025"
  },
  "notice": [
    "Every passage is reproduced word for word from the cited source.",
    "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.",
    "Organizations flagged aiVendor sell AI tooling and have a reason to publish flattering numbers.",
    "An empty result means the archive holds nothing on it, not that nobody has said anything."
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}