What challenges did NatWest Group face before AI implementation?

Improve agent compliance with process and procedure. Speed up customer inquiry resolution and reduce average handle time. Improve customer experience and NPS.

What was the impact of the AI solution?

The article says the implementation aimed for faster resolution of customer inquiries. It targeted reduced time spent per customer interaction and more efficient handling of customer requests. It also aimed to improve adherence to standardised protocols, decrease misinformation and complaints, and improve NPS.

Rank#1,414of 3,449

Source

PilotEvidence: Low40/100

NatWest implemented AI agents for agent assistance and compliance in Amazon Connect using Amazon Q in Connect

Use case typeCustomer service agentUpdated Apr 2, 2025

NatWest Group implemented Amazon Connect AI agents to provide real-time, personalized recommendations to call center agents. The implementation focused on compliance with process and procedure, faster resolution of customer inquiries, and better customer experience.

Organization: NatWest Group
Industry: Finance
Location: United Kingdom
Published: April 2025

Reported outcomes

Strategic outcomes

Customer experience & trustImproved agent support and customer service outcomesRisk & complianceStrengthened adherence to standardized proceduresCost efficiencyDesigned to reduce average handle time

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: NatWest Group
Provider: AWS
Maturity: Pilot
Linked source: AWS Blog

During the pilot, NatWest used Amazon S3 as the knowledge repository and modified its existing customer contact control panel to integrate the AI agents

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Customer service agent
2Compliance automation
3Contact center modernization

Improve agent compliance with process and procedure.
Speed up customer inquiry resolution and reduce average handle time.
Improve customer experience and NPS.

NatWest used Amazon Connect Customer AI agents to provide real-time, personalized recommendations to agents.
During the pilot, NatWest used Amazon S3 as the knowledge repository and modified its existing customer contact control panel to integrate the AI agents.
The pilot architecture included Amazon Connect APIs, AWS API Gateway, AWS Lambda, Amazon Comprehend for PII redaction, and Amazon DynamoDB for reporting data.

Technologies

Amazon Connect Amazon Q in Connect Amazon S3 AWS Lambda Amazon Comprehend Amazon DynamoDB AWS API Gateway

The article says the implementation aimed for faster resolution of customer inquiries.
It targeted reduced time spent per customer interaction and more efficient handling of customer requests.
It also aimed to improve adherence to standardised protocols, decrease misinformation and complaints, and improve NPS.

Architecture

NatWest modified its customer contact control panel to integrate Amazon Connect Customer AI agents, used Amazon S3 as the knowledge repository, and built custom reporting with Amazon Connect APIs, AWS API Gateway, AWS Lambda, Amazon Comprehend, and Amazon DynamoDB.

Sources & evidence1

Evidence: Low40/100Evidence strength