NatWest is updating its chatbot, Cora, embedding generative AI into the program to make engagement more conversational. The bank has partnered with IBM, using AI and watsonX, IBM’s data platform. Called Cora+, the bot will access data from more sources to answer questions about bank services, information about the bank and job postings. “Building on Cora’s success over the last five years, we’re working with companies like IBM to leverage the latest generative AI innovations that will help make Cora feel even more ‘human’ and, most importantly, a trusted, safe and reliable digital partner for our customers,” said Wendy Redshaw, chief digital information officer of the NatWest Group’s Retail Bank, in a release. The deployment follows one by Commonwealth Bank of Australia, which recently announced it will experiment with generativeAI to test products by simulating human behavior. —John Adams
