We’re collaborating with OpenAI to enhance our ability to meet customers’ needs faster and more effectively and to increase productivity and efficiency across our bank.
Through access to OpenAI’s latest technology and insights, the wide-ranging, large scale collaboration has the potential to accelerate how quickly and widely we can deploy some of the latest and most powerful developments in generative AI (GenAI).
Developing our digital assistant services for customers will be a key area of focus, including new ways our customers can use AI to help them with more complex tasks, including the identification, reporting and resolution of fraud and scams.
For colleagues, this could include developing even more sophisticated tools to assist with fraud prevention and complaints handling.
Importantly, our approach will be guided by our Artificial Intelligence & Data Ethics Code of Conduct, to ensure we’re keeping customers and colleagues safe and harnessing the power of AI in a responsible and ethical way.
Commenting on the announcement, our Chief Information Officer, Scott Marcar, said: “Our strategic focus on bank-wide simplification continues to make life easier for both our customers and colleagues. With the needs of customers evolving at an extraordinary pace, it’s our role to be a trusted partner and meet their expectations faster and more effectively than ever before.
“AI is already playing a vital role in our digital transformation; helping colleagues across the bank to serve customers in a more personalised and productive way. We now have the potential to accelerate this even further by accessing OpenAI’s newest technologies and expertise. As we adapt to advances in technology, we will continue to do so in the safest and most responsible way, prioritising our customers and colleagues every step of the way.”
Giancarlo Lionetti, OpenAI’s Chief Commercial Officer, said: "This wide-scale collaboration with NatWest underscores its commitment to deliver industry-leading digital banking experiences. The first wave of activities will deliver tangible benefits to both NatWest’s customers and employees, while our ongoing work together paves the way for future AI banking innovations.”
