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.
Checked against the source by a first reader, then confirmed independently by a second reader who fetched the source without seeing the first reader's notes (Independent review agent (Claude Sonnet), blind second pass from passage text and citation only, no repository access, 2026-10-31).
I downloaded the PDF with curl and extracted its text with pypdf. The sentence appears verbatim as a bullet in the annual report: 'In 2023, Cora, our AI virtual assistant, handled 10.8 million(*) Retail Banking conversations, almost half of which required no human input.' It is NatWest's own report text.
NatWest Group, “NatWest Group annual report, strategic report (the company's own annual publication)”, NatWest Group annual report, strategic report (the company's own annual publication), 2024-02. https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2023/strategic-report-2023.pdf Archived at https://the-ai-record.com/passages/natwest-2023-cora-ai-virtual-assistant-handled-10-2024
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.
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