NatWest Group is a British banking and insurance holding company.
Its digital assistant (Cora) handles over 10 million customer conversations per year. These span a wide range of banking queries, and Cora helps customers complete some common banking tasks. The digital assistant is available across multiple channels, 24/7, so its performance is critical to ensuring unparalleled service for NatWest Bank’s customers.
In this case study you'll learn about the challenges that NatWest face, how QBox was integrated into the NLU testing process and what this now means for future vision and ambitions for Cora.