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.
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).
The same pypdf text extraction of the downloaded PDF contains this sentence verbatim: 'Meanwhile, our AI virtual assistant, Cora, fully supported 49% of customer queries through 10.8 million(*) conversations handled without colleague intervention.' The passage is the part after 'Meanwhile, our AI virtual assistant,'. 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-cora-fully-supported-49-customer-queries-through-2024
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.
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