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Donald MacFarlane

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Review of the NatWest Group - Cora, Digital Assistant:

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A step backwards

Just wanted to update my address with my bank. Only options were to go into branch, phone (and probably wait a long time) or use Cora. Rather than the quick and easy process it should be to fill in a digital forum, I had to use this clunky interface pretending to be chat. It was time consuming, & frustrating to have to enter my address via a chatbot interface rather than just an auto-fill forum like most other sites. It wouldn't auto-recognise my address from the house number/name because I live in a flat. Most systems just let you pick from all the addresses at the postcode - this one doesn't tell you why it doesn't recognise it just asks if you want to try again and wait the 30s or so it takes for the chatbot to pretend to type which is annoying. If the lack of auto-complete list is some sort of security feature (which I doubt), then it should say so. Overall a 2 min job took about 10 mins which is just a bad user experience. It then suggested that I nominate it for an "Innovation of the Year" award. If this is the best innovation that British Banking has come up with in a year then the industry is in a sorry state. Reviewed on: 9th April 2021

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