United KingdomFinance and insurance2019 – ongoingNatWest Group
Marge mortgage-support assistant for call-centre staff
NatWest's Marge mortgage assistant reduced call duration by 10%, according to IBM
Problem
Mortgage staff needed accurate policy information during customer calls while products and regulations changed.
Approach
NatWest and IBM co-created Marge, an AI mortgage-support platform connected to the bank's data. Call-centre staff typed keywords into a console to retrieve support while speaking to customers. NatWest's 2019 annual report recorded the assistant's introduction.
Results
Takeaway
Marge supported employees during calls. IBM reported shorter calls alongside improved customer loyalty, without specifying the measurement period.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
IBM described Marge's use by mortgage call-centre employees. It reported a 10% decline in call duration and a 20% improvement in customer Net Promoter Score.
The group's annual report recorded Marge's introduction to retrieve information for mortgage call-centre agents. It discussed the assistant alongside paperless mortgage processing as changes that shortened mortgage-offer processing.
Full details are in the original sources.