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NatWest Group - Cora: Digital Assistant reviews

Name: Digital Assistant
Rating: 4.7 (6037 reviews)

View other NatWest Group - Cora products

4.53

Based on 6,037 reviews, last reviewed 22nd Nov 2024

No new 5 star reviews

in the past 90 days

600% increase in 1 star reviews

in the past 90 days

85%

Latest highest rating:

5

Signal assistance They have all been good if I was unsure of a question or a transaction. have been a very reassuring if a scam was involved and reacted very quickly. L... Read more Reviewed on: 22nd February 2024

Latest lowest rating:

1

Stick to calling, far better. I've attempted to use Cora each time I have a problem, it simply doesn't understand plain questions. E. G. How much will it cost to pay off my mortgag... Read more Reviewed on: 22nd November 2024

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About this product

NatWest Group - Cora Digital Assistant reviews (6037)

Review of the NatWest Group - Cora, Digital Assistant:

Cora terrible for the Nat West brand

I have little to add to the negative reviews of Cora, it is beyond useless. It connot understand, let alone answer, simple queries like "Where is the manage my card option in the Nat West app". Surely, when poor technology like this frustrates customers it can only be a matter of time before Nat West implements genuinely useful AI based on an existing knowledge base. Needless to say, Nat West needs to continue to invest in customer service humans at a decent level. Reviewed on: 30th August 2024

Gave me the info I needed

Gave me the info I needed and then when I needed to speak to an agent, put me in a queue. Reviewed on: 11th April 2023

Inaccessible. Not helpful.

I cannot access Cora on any of the pages I have been advised to visit. Instead, I keep getting sent though a loop of vague, unhelpful information which opens the same useless tabs over and over again. I don’t want to read about Cora or take lessons, I just want assess to customer support. Reviewed on: 11th April 2023

Useless

No intuitive logic, better off waiting for over an hour on hold for a human idiot Reviewed on: 11th April 2023

Cora's ok

Cora comes up with the goods when needed easy to use Reviewed on: 11th April 2023

Great service

There's always help when you need it Reviewed on: 11th April 2023

Vote for Cora

Excellent understanding when talking to Cora. Highly recommend! Quick reply’s and saves plenty of time. Reviewed on: 11th April 2023

You got to get this .

Life usually in banking is difficult to understand. The sites difficult to navigate and it just is a miserable process. Then this came along, Cora. If you need help, if jargon is touch and it needs to be made simpler, we'll that's what Cora does. If you don't have the time or no carer to take you to the bank. Cora helps. You simply cannot go wrong. It's easy to use and if you need to speak to someone Cora can help get to the right someone. Reviewed on: 11th April 2023

Amazing experience!

Easy & straight-forward process Definetly recommend! Reviewed on: 11th April 2023

All the looks none of the brain

Where do i begin.. it is slow when there is no need for it to be, which tells me either Natwest want it to "act more human" which coincides with the "writing a response" prompt that is there for several seconds for each automatic scripted response, or possibly Natwest cannot afford even the most basic IT services for it to run fast. Either way it feels painfully slow and the latter, that this service is not modern and reflects on what may be the wider Natwest service. Secondly, it asks you initially what the query is about, just for it to run through its usual script regardless of what you wrote - as I said, no brain whatsoever! Not just the app but its integration into the business is very poor, with users having to wait for 10+ minutes without an update after Cora assigns me to a human, but once a human is assigned (on mobile there is no indication of a response if the chat is in a different tab) the human also has no patience and ends the chat after only a couple of minutes. Recommendations - Do not ask for the first two options of "Chat Now" and "what the problem is about" - i know IT will say these are there to prevent denial of service and keep costs down bla bla bla, but it is just a lazy approach and should just offer the first list of queries from the script immediatly. Get rid of the delay for answering questions - this is a basic app it should not be slow, especially as it is the front end and responsible for company image and directly responsible for sales. Have an internal OLA for humans responding to queries, even if it is just to say that you've been assigned but they're reading up on your notes. If there is a further delay (more than 5 mins) offer ETA, queue place, or suggestions like, alternative ways to contact including phone numbers, email, call back, or hang-in-there type prompts. How can this service be considered efficient or modern when i have the chat open on my laptop, mobile, and i call up the hotline at the same time, and after 10+ minutes on-hold to get to a human on the phone i still beat the chatbot who hasn't spoken in 10+ minutes! This request was for a new application, and lets just hope the service improves otherwise i will look at public means of sharing my feedback so it may get noticed and go with a different company. Reviewed on: 11th April 2023

so intelligence

Basically, Cora can answer all the general questions and don't need to ask a agent. Reviewed on: 11th April 2023

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