NatWest, a leading UK bank serving 19 million customers, partnered with AWS to revolutionize customer service through Amazon Connect and Amazon Q.
By migrating their entire telephony estate to Amazon Connect, NatWest accelerated their ability to build and launch 13 new self-serve journeys—in just three weeks. With real-time insights and data-led coaching, they’ve improved sentiment scores by up to 22%.
Amazon Q empowers agents with real-time knowledge assistance, allowing them to focus on high-impact, complex customer needs—ensuring better service in the moments that matter.
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