Case Study: NatWest Group achieves reduced call handle time and improved customer satisfaction with Genesys DX

Enhancing customer experience with digital

NatWest Group (formerly Royal Bank of Scotland) is a UK financial services provider serving roughly 1.8 million retail customers and 110,000 business clients, supported by some 30,000 agents and a knowledge base visited 2.5 million times per month. The bank faced heavy volumes (650,000–700,000 monthly inquiries) handled with manual processes and Excel logs, causing long hold times, frustrated customers, higher support costs and limited visibility into knowledge gaps.

NatWest implemented Genesys DX to deliver contextual answers to agents, using a sandbox rollout and simple labeling to build and organize content quickly. Within six weeks they reduced call handle time, improved process efficiency and customer satisfaction, gained clearer visibility into knowledge-base gaps via the Voices Dashboard, and later added a self‑service chatbot that lowered agent load and fed insights back into the knowledge system.

NatWest Group

Simon Johnson

Head of Digital Customer Experience