{
  "apiVersion": "v1",
  "passage": {
    "id": "natwest-2025-cora-handled-12-9-million-conversations-2026",
    "text": "In 2025, Cora handled 12.9 million conversations, with 50% of these interactions requiring no human intervention from our teams",
    "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": "2026-02",
      "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-2025/strategic-report-2025.pdf"
    },
    "grade": "B",
    "verification": {
      "status": "verified",
      "reviewedOn": "2026-10-31"
    },
    "topics": [
      "ai-support-resolution"
    ],
    "functions": [
      "support"
    ],
    "figures": [
      {
        "metric": "support-ai-volume",
        "value": 12900000,
        "unit": "count",
        "period": "FY2025",
        "definition": "'Conversations' handled by Cora across mobile, online and telephony banking (over 100 topics); the page's own sentence.",
        "level": "unclear"
      },
      {
        "metric": "support-ai-resolution-share",
        "value": 0.5,
        "unit": "share",
        "period": "FY2025",
        "definition": "'Requiring no human intervention from our teams' (strategic report); 'needed no human intervention' (sustainability page). Never called 'resolved' in the report text for this 50%.",
        "level": "human-out"
      }
    ],
    "context": null,
    "url": "https://the-ai-record.com/passages/natwest-2025-cora-handled-12-9-million-conversations-2026"
  },
  "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."
  ]
}