NatWest expands Cora to include credit card journeys

Ewan MacLeod

Jun 27, 2024 — 1 min read

Screenshot from NatWest's website

News in from NatWest Bank here in the UK.

They have a huge Conversational AI implementation and are massive users of the technology across their retail estate. The bank has long been a leader in the category and, from memory, has been experimenting with Cora since 2015 or the like.

Wendy Redshaw, Chief Digital Officer at NatWest posted an update today highlighting how they are expanding the remit of Cora, their Conversational AI assistant to include new credit card journeys:

I’m delighted to share that, after successfully being integrated into our Retail Banking telephony channels, Cora, our Conversational AI assistant, is now part of our credit card interactive voice response (IVR), delivering 22 new ‘education’ journeys for customers. 💜 ❤️ 💜

Customers can now use Cora to help them manage their credit card account - for example adding a cardholder, changing their statement date, or unblocking their PIN - giving them even greater control of how they can manage their finances.

😍 I’m really proud of everyone in the team who has been involved in getting this live, helping us to continue building the best digital experience for our customers. ⭐ ⭐ ⭐ ⭐ ⭐

Great news and I hope this is useful insight for you, dear reader.

Read more about Cora on NatWest's website.

Here's Wendy's LinkedIn:

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