In this episode, I'm talking through a case study about how NatWest Bank in the United Kingdom is using Generative AI to analyse the output of their Conversational AI (chatbot) system, Cora. The source is a post by Wendy Redshaw on LinkedIn. Wendy is the bank's Chief Digital & Information Officer. You can find her post right here. TakeawaysI'm a fan of NatWest and follows their executive output.NatWest is using generative AI in a careful and controlled manner.Generative AI adds value primarily through conversation.Cora, NatWest's chatbot, is a key use case for generative AI.7,000 conversations have been summarized using generative AI.Human review is essential for evaluating AI performance.The average rating for AI-generated summaries is 4.95 out of 5.Understanding customer complaints is crucial for financial institutions.NatWest uses the Lama 3.3 model from Meta through Watson X. Chapters00:00 Introduction to NatWest and Generative AI02:51 Exploring NatWest's Chatbot Cora and Its Impact05:44 Evaluating AI Performance and Customer Insights09:08 Technology Behind NatWest's AI Initiatives

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