Case Study: NatWest Group improves customer loyalty and speeds mortgage support with IBM watsonx Assistant

NatWest Group takes on digital transformation to make home buying easier

NatWest Group worked with IBM to tackle the complexity of mortgage lending, where changing regulations, products, and processes made it difficult for call center teams to provide fast, accurate support to home buyers. The bank needed a better way to deliver real-time policy information throughout the home-buying journey.

IBM Consulting and NatWest Group co-created an AI-powered, cloud-based digital mortgage support platform called Marge, built with IBM watsonx Assistant on IBM Cloud. The tool gives employees a single point of access to up-to-date mortgage guidance, helping them respond with more confidence; since implementation, NatWest Group has seen a 20% improvement in customer NPS and a 10% decrease in call duration.

NatWest Group

MaryAnn Fleming

Head of Homebuying Services