Embedding AI into our core business processes to benefit colleagues and customers
AI is embedded right across NatWest Group, acting as a core enabler and accelerant of our business strategy. Its material impact is clear - we’re better able to meet customer needs, deliver safer banking, offer sharper insights, and importantly, empower our colleagues to build stronger, more trusted relationships with customers with the responsible use and adoption of AI.
We’re focused on embedding AI to boost productivity and efficiency. Every one of our 60,000 colleagues has access to AI tools in their daily work with ongoing training as we equip them with the right skills for the future of work. To date, 259,731 AI learning modules have been completed, with over 50% of colleagues participating in elective learning, showing the appetite across the business to adopt AI as a valuable tool for day-to-day work.
Our Frontline colleagues are seeing big benefits – AI means doing less admin which frees them up to spend more time with our customers. 1,200 Commercial Mid-Market colleagues saved 22,000 hours through AI-enabled meeting preparation[1]. Specialist teams are innovating faster as well, over 12,000 engineers and coders used AI to write more than 40% of the bank’s code in 2025 – meaning we’re delivering new customer solutions in hours rather than weeks.
For customers, AI leads to more personalised support, better access to information, and quicker resolution of issues. Our Cora Digital Assistant uses GenAI to deliver more intuitive customer conversations, and we’re among the first UK banks to trial agentic AI for personalised spending insights - giving customers greater knowledge and control of their finances.
Our focus is on creating tangible customer impact. AI is being used to help us deliver faster, more personalised experiences and productivity gains that genuinely improve outcomes for customers and colleagues.
