We continue to invest in technology and data, with £2.9 billion allocated from 2024 to 2026, digitalising our services to make it easier for our customers to bank at a time and place convenient to them.
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AI is embedded in our chatbot Cora. In 2023, Cora handled
11.2m (*)
retail banking customer conversations, 49% of which needed no human intervention.
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AI is helping Contact Centre colleagues improve customer response consistency.
7,000
contact centre colleagues are using AI to transcribing customer conversations and reducing time spent to search relevant data.
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Currently, the bank utilises AI in
19%
of its analytical models. In terms of the future we’re well placed to leverage AI following investment in cloud data platforms, Machine Learning capabilities and data specialist resources.
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(*) Metric subject to independent Limited Assurance by EY. Refer to our External assurance webpage.
Enabling customers to bank whenever, wherever:
10.5m (*)
Of our customers use our mobile app.
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Through our digital channels
79%
of Retail customers are banking entirely digitally (1)
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Through online, mobile and Bankline channels
83%
Of Commercial & Institutional customers are banking digitally first(2)
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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.
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Read more about how we are committed to ensuring we empower customers to detect and prevent fraud and scams at first point of contact.
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Read more about how we support customers who find themselves either in a vulnerable situation or caring for a loved one experiencing a vulnerability.
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Learn more about how we’re using AI and Data to serve our customers.
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