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British Bank Tests Life-Like Digital Human For Customer Service

British Bank Tests Life-Like Digital Human For Customer Service
Banks, Insurance & Financial Services

Cora is a chatbot developed by NatWest bank that can answer basic verbal questions

Emma Hutchings
  • 27 february 2018

British bank NatWest is testing a new prototype of its text-based chatbot Cora, a life-like digital human customers can have a two-way verbal conversation with on a computer or mobile device. Cora is able to answer basic verbal questions such as “How do I log in to online banking?”, “How do I apply for a mortgage?” and “What do I do if I lose my card?” It offers customers an additional way to receive quick customer assistance, and helps the bank answer a much larger volume of questions every day.

NatWest has been building the Cora digital human using technology provided by New Zealand-based company Soul Machines. It will be deployed following the successful completion of a pilot. Ultimately the goal is to free up time for human advisors to answer more complex customer questions, as well as answer customer queries outside of normal working hours.

NatWest

+AI
+artificial intelligence
+banking
+chatbots
+customer service
+customer support
+financial services
+Innovation
+retail
+Shopper Assistance
+technology
+UK

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