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.
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 5.5), blind second pass from passage text and citation only, no repository access, 2026-10-30).
Live NatWest Group page, innovation and digitisation section. Exact match: 'In 2025, Cora handled 12.9m retail banking customer conversations, 50% of which needed no human intervention.' NatWest's own words.
NatWest Group, “NatWest Group website (the company's own sustainability page)”, NatWest Group website (the company's own sustainability page), 2026-10-29. https://www.natwestgroup.com/sustainability/society/innovation-and-digitisation.html Archived at https://the-ai-record.com/passages/natwest-2025-cora-handled-12-9m-retail-banking-2026
~9,000 contact centre colleagues are using AI to transcribe customer conversations and reducing time spent to search relevant data.
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.
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