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Title
NatWest Group Takes on Digital Transformation to Make Home Buying Easier
…me Case Studies NatWest Group - Watson Taking the pain out of purchasing a home NatWest Group takes on digital transformation to make home buying easier Explore AI for Customer Service Discover watsonx Assistant For many, owning a h…
Description
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.
…Homebuying Services NatWest Group A smart platform that gets smarter every day IBM Consulting™ and NatWest have co-created an AI-powered, cloud-based platform that empowers mortgage call center employees with real-time digital mortgage support for home buyers. The platform, built with IBM watsonx Assistant technology on IBM Cloud® , is ca…
Company
NatWest Group
…ing a Cognitive Enterprise (PDF), IBM’s vision for the next-gen business model. About NatWest Group NatWest is a leading banking and financial services company based in the UK. Th…
Country
United Kingdom
…ately 19 million people, families and businesses throughout the UK and Ireland. Headquartered in Edinburgh, Scotland, the group had net income of more than GBP 3.8 billion in 2019. Solution compon…
Industry
Financial Services
…rprise (PDF), IBM’s vision for the next-gen business model. About NatWest Group NatWest is a leading banking and financial services company based in the UK. The company serves approximately 19 million people, families and businesses thr…
Problem
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.
…ucts 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. Together with IBM®, NatWest Group is solving that problem with a plan for digit…
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.
…rsonified as a member of the NatWest team and has her own evolving personality. Marge was built directly on the cloud, embedded in NatWest’s existing data structures, and has access to new data added every minute through content updates and cust…
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.
…ng home buying customers. 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. As Marge evolves, NatWest employees will be empowered to do great work during t…
Technology
IBM watsonx Assistant, IBM Cloud
…burgh, Scotland, the group had net income of more than GBP 3.8 billion in 2019. Solution components IBM Cloud® IBM® Consulting IBM watsonx Assistant Take the next step Start your watsonx Assistant free trial AI for customer serv…
AI capabilities
Conversational AI
…gital transformation to make home buying easier Explore AI for Customer Service Discover watsonx Assistant For many, owning a home is a dream come true. A bank-issued mortgage is usually…
Region
Europe
…ately 19 million people, families and businesses throughout the UK and Ireland. Headquartered in Edinburgh, Scotland, the group had net income of more than GBP 3.8 billion in 2019. Solution compon…
Deployment model
Cloud
…rsonified as a member of the NatWest team and has her own evolving personality. Marge was built directly on the cloud, embedded in NatWest’s existing data structures, and has access to new data add…
Deployment options
cloud
…mployees with real-time digital mortgage support for home buyers. The platform, built with IBM watsonx Assistant technology on IBM Cloud® , is called “Marge”—and is a valuable new asset to NatWest’s digital transforma…
