AI will restore our customer confidence, says Natwest Access AI

An artificial intelligence (AI) system, which can record and analyse customer conversations, will be trialled by Natwest in order to ensure they provide better quality information and advice, a Royal Bank of Scotland (RBS) press release announced last week. Natwest has partnered with Recordsure, a London-based fintech company, whose AI, with customer consent, will record face to face and over the phone customer interactions, which will be analysed by human agents and the AI itself. According to Natwest's press release, the Recordsure AI can identify distinct parts of a conversation, so it will know, for example, when a customer is being given an initial disclosure, financial advice, and general conversation. It should be able to inform staff if certain topics or issues have not been discussed. Security is said to be a top priority in the introduction of the AI, and conversations are immediately encrypted and uploaded to a secure cloud, before being archived at former UK and US military facilities, originally built as nuclear bunkers.