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 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 PDF text reads '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.' The match is exact.
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), 2026-02. https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/annual-reports/ar-2025/strategic-report-2025.pdf Archived at https://the-ai-record.com/passages/natwest-seen-around-20-percentage-point-increase-queries-2026
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.
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.
Cora, our digital assistant, deals with over 100 topics across mobile, online, and telephony banking.
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.
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.
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.
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.
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