{
  "apiVersion": "v1",
  "passage": {
    "id": "natwest-2025-cora-handled-12-9m-retail-banking-2026",
    "text": "In 2025, Cora handled 12.9m retail banking customer conversations, 50% of which needed no human intervention.",
    "speaker": null,
    "role": null,
    "organization": "NatWest Group",
    "aiVendor": false,
    "work": {
      "title": "NatWest Group website (the company's own sustainability page)",
      "type": "post",
      "date": "2026-10-29",
      "publisher": "NatWest Group website (the company's own sustainability page)",
      "url": "https://www.natwestgroup.com/sustainability/society/innovation-and-digitisation.html"
    },
    "grade": "B",
    "verification": {
      "status": "verified",
      "reviewedOn": "2026-10-30"
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      "ai-support-resolution"
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    "functions": [
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    "figures": [
      {
        "metric": "support-ai-volume",
        "value": 12900000,
        "unit": "count",
        "period": "FY2025",
        "definition": "'Retail banking customer conversations' handled by Cora.",
        "level": "unclear"
      },
      {
        "metric": "support-ai-resolution-share",
        "value": 0.5,
        "unit": "share",
        "period": "FY2025",
        "definition": "'Needed no human intervention'.",
        "level": "human-out"
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    ],
    "context": null,
    "url": "https://the-ai-record.com/passages/natwest-2025-cora-handled-12-9m-retail-banking-2026"
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  "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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}