Enterprise-Wide AI Deployment Across Customer Service, Wealth Management, and Software Engineering

NatWest has embedded AI across customer service, wealth management, and software development in what its CIO calls the bank's first year of deployment at scale. Generative AI integrated into Cora digital assistant expanded the number of customer journeys from 4 to 21, with faster resolution times and less need for human intervention. In private banking and wealth management, AI generates summaries of meetings, documents, and correspondence, enabling advisers to spend 30% more time in direct client conversation. The bank's 12,000 engineers use AI coding tools producing over 35% of NatWest's code. In financial crime units, trials of agentic engineering delivered a tenfold productivity increase. The next phase includes an agentic financial assistant within Cora built on OpenAI models, voice-to-voice capabilities later in 2026, and agentic fraud support.