Banking AI in multiple business functions at NatWest

NatWest Group has broadened the use of artificial intelligence across multiple parts of its business, including customer service, wealth management document handling, and software development. In a blog update, Chief Information Officer Scott Marcar noted that 2025 marked the first year these AI systems were rolled out at scale, with the goal of boosting efficiency and improving customer interactions.

Generative AI in customer service

The bank has integrated generative AI into Cora, its digital assistant, expanding the number of supported customer journeys from four to 21. This has helped reduce response times and lowered the need for human intervention.

Later this year, about 25,000 customers will gain access to a new agentic financial assistant within Cora, powered by OpenAI models. This tool will allow users to ask natural-language questions about recent transactions and spending patterns directly through the banking app.

The next development phase includes voice-to-voice capabilities that capture tone and conversational nuances. Customers will be able to report suspected fraud and manage related cases through the interface.

Internally, AI has already delivered major time savings. In the retail division, automated call summaries and complaint-drafting tools have saved more than 70,000 staff hours. These summaries also support faster written responses to customer issues.

Employee access to AI tools

According to Marcar, roughly 60,000 employees now have access to AI tools such as Microsoft Copilot Chat and the bank’s proprietary large language model. More than half the workforce has completed additional training beyond the basic introduction.

Wealth management improvements

In private banking and wealth management, AI helps manage documents and client records. Relationship managers rely on meeting notes, summaries, and correspondence to understand client needs. The system automatically produces summaries, cutting down review time and freeing up about 30% more time for direct client interaction. This allows advisers to focus more on guidance rather than administrative work.

Cloud infrastructure upgrades

These advancements have been supported by changes to NatWest’s data infrastructure. The bank has reorganized its data systems to create unified customer profiles and shifted workloads to Amazon Web Services, simplifying some legacy systems. The upgraded environment provides the computing power needed for AI-driven summarization and conversational tools.

AI in software development

AI is also transforming the bank’s engineering operations. Its 12,000 developers now use AI coding tools, and more than one-third of the company’s code is generated, reviewed, or tested with AI assistance. In 2025, NatWest recruited nearly 1,000 graduate software engineers across India and the UK.

Trials of agentic engineering in financial crime units reportedly delivered a tenfold productivity increase. The bank plans to expand these practices across more teams to speed up system development and iteration.

Fraud detection and research initiatives

NatWest has also invested in AI-driven analytics for fraud detection and risk monitoring, enabling the system to spot unusual activity and alert customers. Alongside these deployments, the bank has created an AI research office focused on areas such as audiovisual conversational systems and proprietary small language models. It has also introduced an AI and Data Ethics Code of Conduct and joined the Financial Conduct Authority’s Live AI Testing programme.

Overall impact

Across customer service, wealth management, and software engineering, AI is now embedded in NatWest’s daily operations. With tens of thousands of employees using AI tools and a growing share of customer interactions handled by automated systems, the technology has become a core part of the bank’s operating model rather than just an experimental initiative.

Voice Of Osiz

At Osiz, we see NatWest’s large-scale adoption of AI as a clear signal that intelligent automation is no longer experimental—it’s becoming the backbone of modern financial operations. From conversational banking assistants to AI-driven software development, the focus on productivity, personalization, and fraud prevention reflects the direction global financial institutions are heading. As a technology partner, Osiz empowers banks and fintech firms to implement similar AI-first strategies with secure, scalable, and compliant solutions. Our expertise in generative AI, data engineering, and intelligent automation helps organizations transform customer engagement while optimizing internal workflows. By integrating AI across customer service, wealth management, and development cycles, we enable businesses to achieve faster innovation and measurable efficiency gains. The future of finance will be shaped by AI-powered ecosystems, and Osiz is committed to building those intelligent infrastructures.

Source: AI News