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.
Overview
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.
This entry has 13 published fields tied to exact passages in an immutable source capture.
Inspect the highlighted sourceThe challenge
As regulations, products, and processes evolve, issuing and obtaining a mortgage can be complicated; banks are tasked with being able to access and apply accurate policy information to each customer's unique needs in real time, throughout the home buying process.
The solution
IBM Consulting and NatWest Group co-created 'Marge,' an AI-powered, cloud-based platform built with IBM watsonx Assistant technology on IBM Cloud, that empowers mortgage call center employees with real-time digital mortgage support. Marge was built directly on the cloud, embedded in NatWest's existing data structures, with access to new data added every minute through content updates and customer interactions. While on the phone with a customer, NatWest employees get quick digital mortgage support from Marge by typing keywords into a console.
Reported business value
Since implementing the digital mortgage support tool, NatWest has seen a 20% improvement in customer Net Promoter Score (NPS), a key customer loyalty metric, and a 10% decrease in call duration.
Sources
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