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Company reportedLive since Feb 2026Added Oct 2026

NatWest Group

NatWest rolls out AI tools across the bank and reports 70,000 hours saved in retail

NatWest gave staff AI tools, and all 60,000 employees were trained on tools such as Copilot. The bank reports more than 70,000 hours saved in retail banking from automated call summaries and complaint drafting, and says AI now writes over a third of its code.

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Key figures

Copied exactly from the sources. Copy any figure with its citation.

More than 70,000 hours

Staff time saved in retail banking by AI call summaries and complaint handling, as reported by the bank (period not stated)2

Over a third

Share of NatWest's code written by AI, as reported by Decision Marketing2

30%

more time

Extra time private banking staff spend on customers using AI tools2

What it took

CostNot disclosed
TeamNot disclosed
TimelineNot disclosed

Cost, team size and timeline were not disclosed in the sources.

The problem

A large bank handles many customer calls, complaints and software changes. Each one takes staff time. NatWest has applied AI tools to this work in retail banking, in private banking and in its technology teams.

What they built

NatWest gave staff generative AI tools. In retail banking, tools write summaries of customer calls and help draft complaint responses. In private banking and wealth management, relationship managers use AI tools. More than 12,000 coders use AI to speed up software development.

How they did it

The bank trained its staff on AI tools such as Microsoft Copilot. Decision Marketing reports that the work sits inside a wider technology and data programme in which NatWest invested £1.2bn in 2025. The sources do not name the language model behind the bank's tools.

Results

NatWest says AI tools saved more than 70,000 hours in retail banking. Private banking staff gained 30% more time with customers. Decision Marketing reports that AI writes over a third of the bank's code. These are the bank's claims, relayed by the trade press.

Lessons for your project

  1. Start where the work is repetitive and measurable. NatWest counts hours saved on call summaries and complaint responses in retail.

  2. Train everyone, not only early adopters. NatWest trained all its staff on AI tools such as Copilot.

  3. Report time freed in each business line. Retail, private banking and engineering each get their own measure.

  4. Use the saved time on purpose. Private banking staff used it for more time with customers, a visible benefit.

Caveats

  • The figures are NatWest's own, with no period given for the 70,000 hours. Decision Marketing relays them from a bank blog post. No audit or method is given.
  • The NatWest page is undated. The deployed date shown is the month of the Decision Marketing article, not a go-live date.
  • The sources do not say which language model powers the internal tools, and they do not split the 70,000 hours between call summaries and complaint drafting.
  • Decision Marketing gives the AI-written code share as both over a third and around 35%. This case uses the first wording.

Sources

  1. Succeeding with customers through tech, data and AI

    NatWest Group · Undated · Company blog · natwestgroup.com

  2. NatWest £1.2bn tech revamp puts customer data in play

    Decision Marketing · 2026-02-19 · News · decisionmarketing.co.uk

Summarized in our own words from the sources above. Spotted an error? See corrections.

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