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Serena Yip

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Review of the NatWest Group - Cora, Digital Assistant:

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Took 20 minutes to change address. She's slow to respond

I logged on to change my address and was pleased to see I could do that with Cora. Its been 17 minutes since I first logged on. In that time I've had my session time out, logged back in 3 times and spoken to an agent who told me to log off and on again. It takes Cora over a minute to register my yes/no answer before sending the next bit of script. It took her 4 mins between me confirming my new address and her re-confirming my new address. Perhaps she was updating the system. Perhaps Cora could have mentioned this? Instead I had to aimlessly "click around" my account so my session didn't time out again. In the end it's taken 20 minutes to change my address. Quicker than doing in the branch I suppose but slow for a digital assistant. Reviewed on: 31st October 2021

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