For many, owning a home is a dream come true. A bank-issued mortgage is usually an essential ingredient in realizing that dream.

But as regulations, products and processes evolve, issuing and obtaining a mortgage can be complicated. Banks are tasked with being able to access and apply accurate policy information to each customer’s unique needs in real time, throughout the home buying process.

Together with IBM, NatWest Group is solving that problem with a plan for digital mortgage support.

Since implementing the digital mortgage support tool, NatWest has seen a


improvement in customer loyalty

Call duration has decreased by


due to the digital mortgage support tool

A smart platform that gets smarter every day

IBM® Consulting and NatWest have co-created an AI-powered, cloud-based platform that empowers mortgage call center employees with real-time digital mortgage support for home buyers.

The platform, built with IBM Watson® Assistant technology on IBM Cloud®, is called “Marge”—and is a valuable new asset to NatWest’s digital transformation.

Marge is intentionally personified as a member of the NatWest team and has her own evolving personality. Marge was built directly on the cloud, embedded in NatWest’s existing data structures, and has access to new data added every minute through content updates and customer interactions. For NatWest mortgage call center employees, she is one single point of access for digital mortgage support for their cognitive enterprise.

Team of coworkers talking and smiling around a computer

Humans + technology = happy customers

While on the phone with a customer, NatWest employees get quick digital mortgage support from Marge by typing keywords into a console. With cognitive enterprise technology at their fingertips, they are able to support new and existing home buying customers.

Since implementing the digital mortgage support tool, NatWest has seen a 20% improvement in customer Net Promoter Score (NPS)—a key customer loyalty metric—and a 10% decrease in call duration.

As Marge evolves, NatWest employees will be empowered to do great work during the digital transformation and the bank will continue on its journey to becoming a Cognitive Enterprise, IBM’s vision for the next-gen business model.


Solution components

NatWest Group logo

About NatWest Group

NatWest (link resides outside of is a leading banking and financial services company based in the UK. The company serves approximately 19 million people, families and businesses throughout the UK and Ireland. Headquartered in Edinburgh, Scotland, the group had net income of more than GBP 3.8 billion in 2019.

© Copyright IBM Corporation 2021. IBM Corporation, IBM Watson, New Orchard Road, Armonk, NY 10504

Produced in the United States of America, January 2021.

IBM, the IBM logo,, IBM Cloud, and IBM Watson are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at

This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates.

The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.