Adrian Stephenson, Digital Experience Lead, Royal Bank of Scotland: Cora is Royal bank of Scotland’s AI-powered digital assistant, designed to help customers get quick answers to common banking queries. Cora is embedded directly into Bankline, so business users quickly get the support they need, there and then, without having to make a phone call.

Cora can help with loads of different queries in Bankline, including:

• Payment queries – such as how to make CHAPS, Bacs or international payments.
• Administration and user management – including how to add or remove users and assign roles.
• Statements and cheques.
• Security and access – like resetting passwords or understanding PINs and smartcards .
• Navigation help – guiding users through Bankline’s features and layout. There’s even a module helping new users familiarise themselves with Bankline.

Cora can also escalate queries to an informed human advisor if needed, ensuring that users always get the support they need.

Speed and convenience are key. People often need answers quickly, especially when managing payments or resolving access issues. Cora reduces the need to call or email somebody for support, by providing instant, accurate responses. Cora’s also context-aware, meaning answers will be tailored to where the user is in Bankline.

Yes, Cora is available to all Bankline users across NatWest, Royal Bank of Scotland, and Ulster Bank. There’s no need to opt in. Users will see the Cora icon within the platform and can start chatting right away.

Cora continues to be a valuable support tool within Bankline. The feedback has been overwhelmingly positive. Users appreciate the immediacy and clarity of the responses and that Cora is available to answer queries 24/7 whenever a user is logged into Bankline. Many have told us that Cora has helped people find answers to their queries, navigate Bankline, and provided support for new team members on Bankline. We’re constantly refining and optimising Cora based on user feedback to make the responses even more helpful.

Cora is evolving alongside the fast-moving world of AI. As AI continues to grow, we're also making sure Cora keeps pace with those developments, while staying focused on what matters most to our customers. We're not just bringing in new technologies for the sake of it - we're thinking carefully about what features our customers want, how we use them and making sure they're inclusive, transparent and built on trust.

Our aim is to create smart, personalised solutions that make banking easier for business customers. That way, they can spend less time on admin and more time doing what’s important - running their businesses.

Above all else, we are also looking to do this responsibly. Our team members are completing an AI and Data Ethics programme with the Edinburgh Futures Institute which was delivered in partnership with the University of Edinburgh. 

Business customers will see Cora becoming even more helpful, secure and personalised. We’re making improvements to ensure that the experience is faster, more consistent and tailored to each customer’s needs, no matter how or where they use Bankline.

We are going to deliver:  

• Faster, more accurate answers - Cora will use generative AI to better understand customers’ questions and provide clearer, more useful responses.
• A consistent experience across all channels - Whether you're on Bankline, WhatsApp, or one of our websites, Cora will offer a consistent, unified experience.
• More personalisation, more proactivity - We want Cora to be able to handle multi-step tasks from start to finish, offer customer insights before they ask and keep track of requests across different channels, so customers won’t need to repeat themselves.
  
  

These updates are all about helping Customers get things done more efficiently, with less hassle and more confidence.

Cora in Bankline is a prime example of how AI can enhance business banking by making support more accessible, intuitive, and efficient. As NatWest continues to evolve its digital offerings, tools like Cora are set to play a central role in helping businesses thrive.

Thanks for taking the time to learn about Cora. I’ll be back with another blog in the future, when there’s more for you to know about Cora in Bankline.

Learn more about Cora in Bankline

Learn more about our AI and Data Ethics Code of Conduct