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.

Takeaways

• I'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.

Chapters

• 00:00 Introduction to NatWest and Generative AI
• 02:51 Exploring NatWest's Chatbot Cora and Its Impact
• 05:44 Evaluating AI Performance and Customer Insights
• 09:08 Technology Behind NatWest's AI Initiatives

I'm taking a little bit of a departure in this episode because I'm talking about some of my activities today to create an app that I wanted to use for myself. And I did this using Claude across the space of about two hours -- and although I've been doing this very regularly, I can't help but be incredibly impressed and enormously reflective on what the power and capability of these tools means for commerce, enterprise and society. So this is a Stream of Consciousness episode.

And in case you were wondering, I used my own little piece of software to dictate this text. Watch or listen to the episode to find out more.

In this episode I had the pleasure of interviewing Paul Walker, Global Solutions Director at iManage. With 25 years of experience in legal tech, Paul offered valuable insights into how AI has evolved in the legal and professional services sectors.

We discussed how iManage specialises in knowledge work industries, particularly legal and accounting, and explored the revolutionary impact of generative AI. Paul explained how AI has transformed the way organisations manage unstructured data, significantly reducing the lead time for extracting answers from this information.

A key point Paul highlighted was how AI now provides crucial context to unstructured data, substantially enhancing its value. Throughout our conversation, he emphasised that curiosity is essential for effectively adopting and leveraging AI technologies.

Looking to the future, we discussed how AI interfaces might evolve beyond traditional prompts toward more intuitive interactions.

One of the most practical takeaways was how AI can boost productivity by automating laborious tasks, with Paul predicting that the integration of AI into workflows will become increasingly seamless over time.

Check out Paul's LinkedIn profile and find out more about iManage at www.imanage.com.