• Magdalena Gołębiewska

Natwest launches voice controlled banking pilot using Google Assistant

Natwest announced a pilot to allow customers to use Google Assistant voice technology to conduct remote bank customer service functions, including checking bill balances, list recent transactions or get other information, according to a company release from Natwest. 


The pilot will include 500 customers over a three-month period and allow customers to test the service over Google smartphones or Google smart speakers. 

"We are exploring voice banking for the first time and think it could mark the beginning of a major change to how customers manage their finances in the same way mobile banking made a huge impact,"

Kristin Bennie, head of open experience at Natwest, said in the release.

"This is one of a number of services that the bank is aiming to develop this year that uses cutting edge, innovative technology to better serve our customers."

Natwest said the pilot will allow customers to ask up to eight different questions and access more than 15 banking tips, and officials said more could be added if the trial goes well. If trial users cannot get their questions answered they will be forwarded to a Natwest customer service agent. 


Customers will need to use their existing online passwords and PIN codes to set up the voice service and will be asked for a partial voice PIN for additional security.  


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