We continue to invest in technology and data, digitalising our services to make it easier for our customers to bank at a time and place convenient to them.
Overlay
AI is embedded in our chatbot Cora. In 2025, Cora handled
12.9m
retail banking customer conversations, 50% of which needed no human intervention.
Information Message
GenAI added to 17 new customer journeys in CORA (now totalling 21),
~20%
point uplift in queries that need no human intervention, to comparable non-GenAI supported CORA journeys.
Information Message
AI is helping Contact Centre colleagues improve customer response consistency.
~9,000
contact centre colleagues are using AI to transcribe customer conversations and reducing time spent to search relevant data.
Information Message
Information Message
(*) Metric subject to independent Limited Assurance by EY. Refer to our External assurance webpage.
Enabling customers to bank whenever, wherever:
11.4m
Of our customers use our mobile app.
Information Message
Through our digital channels
81.8%(*)
of Retail customers are banking entirely digitally (1)
Information Message
Through online, mobile and Bankline channels
84.5%(*)
Of Commercial & Institutional customers are banking digitally first(2)
Information Message
Information Message
1) Retail Banking franchise customers with active current accounts that have accessed a digital platform (online or mobile) and not used the branch or telephony for 3-rolling months in the reporting period. Inactive customers and customers with no channel use excluded.
2) C&I franchise customers with active non-personal accounts that access their accounts 95% or higher through digital channels (online, mobile, Bankline) without a branch or telephony, for 3 rolling months in the reporting period.
(*) Metric subject to independent Limited Assurance by EY. Refer to our External assurance webpage.
Read more about how we aim to make our banking more accessible for all our customers.
Information Message
Read more about how we are committed to ensuring we empower customers to detect and prevent fraud and scams at first point of contact.
Information Message
Read more about how we support customers who find themselves either in a vulnerable situation or caring for a loved one experiencing a vulnerability.
Information Message
Learn more about how we’re using AI and Data to serve our customers.
Information Message