Episode 13: How NatWest is using GenAI to analyse Cora logs cover art

Episode 13: How NatWest is using GenAI to analyse Cora logs

Episode 13: How NatWest is using GenAI to analyse Cora logs

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About this listen

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

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