IBM Cloud

1 use case using this technology · by IBM

1published use cases

1industry

1countries on record

Conversational AI

top AI capability

Evidence mix: High 1 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Financial ServicesConversational AI

NatWest Group Takes on Digital Transformation to Make Home Buying Easier

NatWest Group, a UK banking and financial services company headquartered in Edinburgh serving approximately 19 million people, families, and businesses throughout the UK and Ireland, co-created an AI-powered, cloud-based platform called "Marge" with IBM Consulting. Built with IBM watsonx Assistant technology on IBM Cloud, Marge gives mortgage call center employees real-time digital mortgage support, embedded in NatWest's existing data structures with new data added every minute through content updates and customer interactions. Employees access mortgage policy information by typing keywords into a console while on calls with customers. Since implementing the tool, NatWest saw a 20% improvement in customer Net Promoter Score (a customer loyalty metric) and a 10% decrease in call duration.

NatWest Group· United KingdomIBM watsonx Assistant · IBM Cloud