NatWest on Gen AI with Mark Worden

VUX World

Content provided by Kane Simms. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Kane Simms or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

1M ago 1:00:08

MP3•Episode home

In this episode, we dive deep into how NatWest uses generative AI to reshape customer service at scale, with Mark Worden, Strategy & Innovation Lead for Cora at NatWest.

We explore how one of the UK’s biggest banks is building AI-driven customer journeys that are smarter, faster, and more efficient. From traditional NLU-based bots to cutting-edge Retrieval Augmented Generation (RAG) pipelines, Mark shares how Cora Plus achieves up to 99% accuracy and drastically reduces handoffs to human agents.

Mark takes us inside NatWest’s pilot process - from narrowing 500 web pages down to a curated 120-item knowledge base to running internal tests, red-teaming for hallucinations, and prioritising customer consent and governance at every step.

We also discover how NatWest’s summarisation tool transforms the agent experience by reducing transcript review time and saving over 50,000 minutes weekly in both agent and customer wait time. With 1.2 million conversations a month and counting, this is a masterclass in scaling AI responsibly within a highly regulated industry.

Subscribe to VUX World.

Subscribe to The AI Ultimatum Substack.

Hosted on Acast. See acast.com/privacy for more information.

340 episodes

#Kane Simms #Business #Arts #Graphic Design #User Experience #Tech #Software Development #Bots #Digital Transformation #Automation #Artificial Intelligence #MBA #Conversational AI #Generative AI #LLMs #Large Language Models #ChatGPT #Business Transformation