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Review of the NatWest Group - Cora, Digital Assistant:

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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

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