UK-based bank NatWest has started testing of a ‘digital human’, powered by artificial intelligence (AI) technology, to use it in resolving basic banking queries of customers in future.

Last year, the bank deployed a text-based chatbot called ‘Cora’ that assisted the customers with the bank’s online help pages.

Go deeper with GlobalData

Premium Insights

The gold standard of business intelligence.

Find out more

Capable of answering 200 basic banking queries, Cora now has nearly 100,000 conversations a month.

The new prototype digital human has been built utilising the advances in neuroscience, psychology, computing power and artificial intelligence.

Using audio and visual sensors available in computers and smart phones, the digital human can engage in a two-way verbal conversation answering basic customer queries.

NatWest Innovation director Kevin Hanley said: “We’re really excited about this technology because we think it could create another way for our customers to bank with us on top of the usual services we offer and be used to help answer questions round the clock, whilst cutting queuing times for simple questions.

How well do you really know your competitors?

Access the most comprehensive Company Profiles on the market, powered by GlobalData. Save hours of research. Gain competitive edge.

Company Profile – free sample

Thank you!

Your download email will arrive shortly

Not ready to buy yet? Download a free sample

We are confident about the unique quality of our Company Profiles. However, we want you to make the most beneficial decision for your business, so we offer a free sample that you can download by submitting the below form

By GlobalData
Visit our Privacy Policy for more information about our services, how we may use, process and share your personal data, including information of your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.

“The technology has real potential for the future and we’re also looking at how we can use it to help train our staff on certain subject matters.”

The new Cora digital human is developed using technology provided by New Zealand-based firm Soul Machines.

NatWest is planning to deploy the technology, if it successfully completes the testing phase.

The deployment of this digital human is expected to reduce pressure on human advisers, who will answer complicated queries.

The customers will also be able to interact with the digital human outside normal working hours and days.