The AI Record

Organizations

NatWest Group

UK-focussed bank serving over 20 million customers across retail, commercial and private banking; runs the virtual assistant Cora for customer service and does not sell AI. Incorporated in 1968; the banking brands have older histories. Headquarters: Edinburgh, United Kingdom (registered office; operating base not checked). Ticker: LSE: NWG; NYSE: NWG.

20 passages. Topics: How much customer support does AI resolve?, How is AI used in sales and marketing?, How is AI used in finance, legal and operations?, What does AI do across the whole company?, Does AI make developers more productive?, How autonomous are the agents, and who checks their work?.

7.1 million conversations handled by our digital assistant Cora in H1 2026, of which 3.8 million were fulfilled entirely digitally, up by 23% compared with H1 2025.

NatWest GroupPublished by the organization itself (regulatory filing), no named author

Regulatory filing: NatWest Group results announcement (the company's own regulatory results report), NatWest Group results announcement (the company's own regulatory results report), July 31, 2026.

  • 7.1 million support ai volume, H1 2026. Level not stated
  • 3.8 million support ai volume, H1 2026. No person in the loop

Checked against the source [ Grade A ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

We also expanded AI-enabled capabilities across onboarding, operations and customer servicing, with five agents now live supporting our colleagues in core processes and our first customer-facing GenAI capability launched to help customers with Bankline queries.

NatWest GroupPublished by the organization itself (regulatory filing), no named author

Regulatory filing: NatWest Group results announcement (the company's own regulatory results report), NatWest Group results announcement (the company's own regulatory results report), July 31, 2026.

Checked against the source [ Grade A ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

Colleague usage of AI tools increased threefold during H1 2026 and we launched AI-powered client intelligence which converts advisor calls into actionable insights

NatWest GroupPublished by the organization itself (regulatory filing), no named author

Regulatory filing: NatWest Group results announcement (the company's own regulatory results report), NatWest Group results announcement (the company's own regulatory results report), July 31, 2026.

Checked against the source [ Grade A ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

We have accelerated AI and data transformation with partnerships with Open AI, AWS and Accenture.

NatWest GroupPublished by the organization itself (regulatory filing), no named author

Regulatory filing: NatWest Group results announcement (the company's own regulatory results report), NatWest Group results announcement (the company's own regulatory results report), February 13, 2026.

Checked against the source [ Grade A ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

New AI capabilities enabled quicker responses to customer complaints, saving around 90,000 hours per annum through automated summarisation and AI-generated complaint responses.

NatWest GroupPublished by the organization itself (regulatory filing), no named author

Regulatory filing: NatWest Group results announcement (the company's own regulatory results report), NatWest Group results announcement (the company's own regulatory results report), February 13, 2026.

Checked against the source [ Grade A ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

In 2025, Cora handled 12.9m retail banking customer conversations, 50% of which needed no human intervention.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group website (the company's own sustainability page), NatWest Group website (the company's own sustainability page), October 29, 2026.

  • 12.9 million support ai volume, FY2025. Level not stated
  • 50% support ai resolution share, FY2025. No person in the loop

Checked against the source [ Grade B ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

In 2025, Cora handled 12.9 million conversations, with 50% of these interactions requiring no human intervention from our teams

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2026.

  • 12.9 million support ai volume, FY2025. Level not stated
  • 50% support ai resolution share, FY2025. No person in the loop

Checked against the source [ Grade B ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

In 2024, Cora, our AI virtual assistant, handled 11.2 millionLA Retail Banking conversations, almost half of which required no human input.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2025.

  • 11.2 million support ai volume, FY2024. Level not stated

Checked against the source [ Grade B ] One to two years old NatWest Group: £16.6 billion revenue, FY2025 Passage page

Around half of Cora conversations are now entirely contained and we achieved a Cora CSAT of 66%.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2025.

  • 50% support ai resolution share, FY2024. No person in the loop

Checked against the source [ Grade B ] One to two years old NatWest Group: £16.6 billion revenue, FY2025 Passage page

In 2023, Cora, our AI virtual assistant, handled 10.8 million(*) Retail Banking conversations, almost half of which required no human input.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2024.

  • 10.8 million support ai volume, FY2023. Level not stated

Checked against the source [ Grade B ] Over two years old NatWest Group: £16.6 billion revenue, FY2025 Passage page

Cora, fully supported 49% of customer queries through 10.8 million(*) conversations handled without colleague intervention.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2024.

  • 49% support ai resolution share, FY2023. No person in the loop

Checked against the source [ Grade B ] Over two years old NatWest Group: £16.6 billion revenue, FY2025 Passage page

To better support our colleagues, we use AI summaries to help triage customer needs. In 2025, the technology benefitted approximately 9,000 customer support agents

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2026.

Checked against the source [ Grade B ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

more than 12,000 engineers bankwide now have access to AI coding assistants, supporting efficiency and faster feature deployment.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2026.

Checked against the source [ Grade B ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

It offers a secure way to provide identity documents to NatWest digitally, reducing completion time from days to minutes.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2026.

Checked against the source [ Grade B ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

saving over 70,000 hours through automated call and chat summaries and another 17,500 hours through faster, high- quality complaint responses.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2026.

Checked against the source [ Grade B ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

we have seen around a 20-percentage-point increase in queries resolved without any human intervention, compared to the equivalent non-Gen AI supported Cora journey.

NatWest GroupPublished by the organization itself (post), no named author

Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2026.

Checked against the source [ Grade B ] Said in the last year NatWest Group: £16.6 billion revenue, FY2025 Passage page

Size and results

From the organization's filings and statements, for comparing it with its own past. Not compared with other organizations. Each figure links to its source; expand a row for the exact words.

MeasurePeriodValueSource
Customersas of 2026-10-2920 millionNatWest Group website (the company's own who-we-are page) (grade B)
Exact words

“NatWest Group is a UK-focussed bank, serving over 20 million customers”

Lower bound ('over'). Context only. Date is the fetch date; the page is undated.

Employeesas of 2026-06-3060,500 peopleNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Employee numbers (FTEs - thousands) 12.1 4.4 12.7 31.3 60.5”

FTE, not headcount. Includes about 2,200 FTE from the Evelyn Partners acquisition completed 30 June 2026: 'Headcount increased by around 1,800 FTE in the first half, of which around 2,200 FTE related to the Evelyn Partners acquisition, with the remaining net reduction driven by ongoing transformation activity.' A half-year point inside FY2026, not a year end.

Employeesas of 2025-12-3158,700 peopleNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Employee numbers (FTEs - thousands) 11.5 2.1 12.3 32.8 58.7”

FTE, not headcount. The announcement says 'an FTE reduction of c.0.5k in the year'.

Employeesas of 2024-12-3159,200 peopleNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Employee numbers (FTEs - thousands) 12.0 2.1 12.8 32.3 59.2”

FTE, not headcount. Read from the 2024 comparative table in the FY2025 results announcement, not from the FY2024 announcement itself. Segment boundaries changed (Retail & Wealth), so segment columns are not comparable with FY2023.

Employeesas of 2023-12-3161,200 peopleNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Employee numbers (FTEs - thousands) 13.3 2.3 12.5 33.1 61.2”

FTE, not headcount. The FY2023 text says 'FTE reduced by c.300 to c.61,200 principally reflecting reductions as we continue our exit from the Republic of Ireland and automation and simplification in Retail Banking'.

Employeesas of 2022-12-3161,500 peopleNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Employee numbers (FTEs - thousands) 14.0 2.1 12.3 33.1 61.5”

FTE, not headcount. Last column of the segment table is the Group total at 31 December 2022.

Operating incomeQ2 2026 (quarter, not annual)£2.3 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Operating profit before tax 4,318 3,585 20.4% 2,285 2,033 12.4% 1,773 28.9%”

Quarter ended 30 June 2026; the half-year totals in the same row are 8,862 income and 4,318 operating profit before tax (H1 2026). Reported in GBP millions; stored in pounds.

Operating incomeQ2 2025 (quarter, not annual)£1.8 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Operating profit before tax 4,318 3,585 20.4% 2,285 2,033 12.4% 1,773 28.9%”

Quarter ended 30 June 2025, the comparative column in the H1 2026 announcement. Reported in GBP millions; stored in pounds.

Operating incomeFY2025£7.7 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Operating profit before tax 7,708 6,195 24.4%”

First value is 2025, second is 2024. Reported in GBP millions; stored in pounds. Includes litigation and conduct costs and impairment losses.

Operating incomeFY2024£6.2 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Operating profit before tax 7,708 6,195 24.4%”

FY2024 value is the comparative column in the FY2025 announcement (first value 2025, second 2024). Reported in GBP millions; stored in pounds. Includes litigation and conduct costs and impairment losses.

Operating incomeFY2023£6.2 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Operating profit before tax 6,178 5,132 1,257 1,332 1,426”

First value is 2023, second is 2022. Reported in GBP millions; stored in pounds. Includes litigation and conduct costs and impairment losses.

Operating incomeFY2022£5.1 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Operating profit before tax 5,132 3,844 1,426 1,086 543”

Continuing operations; first value is 2022, second is 2021. Reported in GBP millions; stored in pounds. Includes litigation and conduct costs and impairment losses.

RevenueQ2 2026 (quarter, not annual)£4.5 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Total income 8,862 7,985 11.0% 4,504 4,358 3.4% 4,005 12.5%”

Quarter ended 30 June 2026; the half-year totals in the same row are 8,862 income and 4,318 operating profit before tax (H1 2026). Reported in GBP millions; stored in pounds.

RevenueQ2 2025 (quarter, not annual)£4 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Total income 8,862 7,985 11.0% 4,504 4,358 3.4% 4,005 12.5%”

Quarter ended 30 June 2025, the comparative column in the H1 2026 announcement. Reported in GBP millions; stored in pounds.

RevenueFY2025£16.6 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Total income 16,641 14,703 13.2%”

First value is 2025, second is 2024. Reported in GBP millions; stored in pounds.

RevenueFY2024£14.7 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Total income 16,641 14,703 13.2%”

FY2024 value is the comparative column in the FY2025 announcement (first value 2025, second 2024). Reported in GBP millions; stored in pounds.

RevenueFY2023£14.8 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Total income 14,752 13,156 3,537 3,488 3,708”

First value is 2023, second is 2022. Reported in GBP millions; stored in pounds.

RevenueFY2022£13.2 billionNatWest Group results announcement (the company's own regulatory results report) (grade A)
Exact words

“Total income 13,156 10,429 3,708 3,229 2,602”

Continuing operations; first value is 2022, second is 2021. Reported in GBP millions; stored in pounds.