At NatWest I worked on the brand new AI chatbot, Cora, researching lots of different banking processes from lost passwords to international payments.  The challenge here was to lay out processes end to end and make them understandable for the audience, but also to turn them into copy that an AI chatbot could handle. 

I researched what people want and expect from a chatbot, how they interact with them and how to help a bot to respond to typos, negation and the curveballs that live customers throw.