NatWest on Gen AI with Mark Worden

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.


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