NatWest's Cora+ chatbot handles 10.8 million customer queries in 2023, up from 5 million in 2019.

NatWest's virtual chatbot, Cora+, is piloting with the number of customer queries it handles doubling to 10.8 million in 2023 from 5 million in 2019. Top queries include transaction cancellations, address changes, bank statements, new cards, and opening ISAs. The bank's modernisation of online and mobile banking has led to fewer customers visiting branches, with NatWest closing over 100 branches in 2023.