In this episode, 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 Lama 3.3 model from Meta through Watson X.

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