NatWest is to upgrade its automated customer response software with AI that it says will give it a more interactive experience.
In collaboration with IBM, an AI bot known as Cora+ will be able to hold conversations with customers about bank services.
NatWest said it would still always be possible to speak to a human customer services representative on the phone.
The state-controlled bank has been among the most aggressive in its branch closure programme, shutting down 1,314 branches since 2015, according to consumer group Which?
NatWest subsidiary Coutts has been at the centre of the Nigel Farage account closure row recently, which saw chief executive Alison Rose resign, launched its fist iteration of automated responses in 2018.
NatWest said the aim of using AIL was to “help make Cora feel even more ‘human’ and not mean fewer jobs in call centres. “That’s not the intent, we see AI in the future being used side-by-side with our colleagues to enhance productivity and the experience for customers, a spokesperson told the Telegraph.
“If Cora can’t help, customers will be referred to one of our colleagues for support.”