How NatWest is using GenAI to analyse Cora chat logs
In this episode (see the embed above) I'm talking through a case study about how NatWest Bank in the United Kingdom is using Generative AI to analyse the output of their Conversational AI (chatbot) system, Cora.
The source is a post by Wendy Redshaw on LinkedIn. Wendy is the bank's Chief Digital & Information Officer. You can find her post right here.
Takeaways
- I'm a fan of NatWest and follows their executive output.
- NatWest is using generative AI in a careful and controlled manner.
- Generative AI adds value primarily through conversation.
- Cora, NatWest's chatbot, is a key use case for generative AI.
- 7,000 conversations have been summarized using generative AI.
- Human review is essential for evaluating AI performance.
- The average rating for AI-generated summaries is 4.95 out of 5.
- Understanding customer complaints is crucial for financial institutions.
- NatWest uses the Llama 3.3 model from Meta through WatsonX.
Chapters
- 00:00 Introduction to NatWest and Generative AI
- 02:51 Exploring NatWest's Chatbot Cora and Its Impact
- 05:44 Evaluating AI Performance and Customer Insights
- 09:08 Technology Behind NatWest's AI Initiatives
You can find the episode in your podcast feed or by searching Conversational AI Podcast wherever you get your podcasts.