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Colin Phillips

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Review of the NatWest Group - Cora, Digital Assistant:

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Hopeless in dealing with non run-of-the-mill problems.

I wanted to obtain a document needed by a Spanish finance house. Cora just kept saying “sorry I didn’t understand the question”. Eventually I got past Cora only to receive a message saying someone would get in touch in less than two hours. Hardly comparable to the old help lines, so a backward step putting cost savings before customer service. Even with the message I received, it didn’t resolve my query, and I was simply given options. When Cora can’t help and there is a specific (possibly unusual) question, surely a human can handle it. So, not impressed. Reviewed on: 26th January 2023

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