NatWest: Chat, Should I Buy This House?

NatWest Group announce it is the first bank in the UK to offer an app within popular conversational AI platform ChatGPT. 

As part of the bank’s tech strategy, the use of AI is intended to engage consumers with the technology, enhancing the customer experience. 

Conversational AI is the latest wave of technology that banks are using to enhance customer experience and in some cases improve financial literacy. 

How does it work for consumers?

Noting that the introduction of this technology will “mark a new way” for consumers to seek advice, NatWest is providing trusted advice on OpenAI’s popular conversational platform. 

NatWest positions itself in the app alongside other prominent brands such as Rightmove and MoneySupermarket. 

Upon making a query, ChatGPT users can add and tag the bank, prompting official NatWest advice to be delivered. Customers and non-customers are able to access the advice – which makes suggestions based on the topic of mortgage and home-buying, all from within the app. 

For consumers ready to take the next step, they are guided to exit the app and go to NatWest-owned channels. From there, they can access specialist advice, digital mortgage applications or appointments for an in-person consultation. 

Solange Chamberlain, Retail CEO at NatWest Group, notes: “As technology and AI open up new ways for people to access information and think about their finances, NatWest is focused on meeting customer needs by showing up in the right places at the right time.  

“Buying a home is a major financial decision, and we want to support those early mortgage planning conversations wherever they may take place. 

“By bringing trusted NatWest mortgage guidance directly into ChatGPT, we’re giving consumers more choice in how they explore their options in a more personalised and accessible way.” 

Conversational AI as the next step in personalisation 

NatWest is able to deliver personalised experiences through its ChatGPT offering as it steps forward to meet consumers where they are. 

By sharing personal insights such as monthly income and standard outgoings, users are offered a tailored response based on real figures. If details such as income amount changes, users can go back to the chat and update the figures for an equally updated answer. 

The conversations, clearly branded as NatWest, also offer data based on publicly available APIs to determine not only tailored mortgage rates but also how much users can borrow, in addition to deposit scenarios. 

The use of AI by NatWest is governed by its code of conduct, which clearly sets out what the bank terms a “responsible and ethical” take to innovation. 

In late 2025, Lloyds Banking Group published research which points to a significant proportion of UK adults using AI for financial advice. 

It discovered that 28 million UK adults – 56% of the UK – are using AI for financial advice. 

Jas Singh, CEO Consumer Relationships at Lloyds Banking Group, comments: “AI is rapidly transforming how people manage their money, with the potential for millions of consumers to feel more confident and in control of their personal finances. 

"From everyday budgeting to planning for the future, we’re already seeing people use the technology to make smarter choices and build financial resilience.
ChatGPT was the most popular interface for this as six out of 10 adults report using the platform."