Case Study: NatWest Group achieves more personalized, AI-led customer service with IBM watsonx Assistant

NatWest gets customers the information and support they need with generative AI

NatWest Group, a major UK retail and commercial bank, wanted to improve the customer experience by delivering more personalized and empathetic support at scale. Building on its existing Cora digital assistant, NatWest worked with IBM to enhance its customer service with generative AI so it could answer sensitive financial questions more naturally and anticipate customer needs.

IBM helped NatWest launch Cora+, a multichannel virtual agent powered by IBM watsonx Assistant and IBM Cloud, built with IBM Client Engineering and using retrieval-augmented generation plus governance guardrails for accuracy and trust. The solution provides faster, more relevant answers across web, mobile, and social channels, improved satisfaction by up to 150% for some questions, and also helps human agents with conversation summaries and customer insights.

NatWest Group

Wendy Redshaw

Chief Digital Information Officer