Natwest hires AI bot to help customers

Written by Adam Cadle

NatWest is testing an artificial intelligence-powered "digital human" to help customers with basic banking questions, raising the possibility of further job cuts at the state-controlled bank.

The assistant, named Cora, can answer over 200 basic banking queries, including "How do I log in to online banking?" and "How do I apply for a mortgage?".

The plan is for Cora to free up time for human advisers to field more complex queries from customers, and answer questions outside of normal working hours.

Customers can have a two-way verbal conversation with Cora through a computer screen, tablet or mobile phone.

The programme has been developed with help from New Zealand-based tech company Soul Machines, which has previously provided facial technology to blockbuster films including King Kong and Avatar.

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