NatWest Group, the bank formerly known as RBS, has committed to a faster deployment of artificial intelligence (AI) as an “accelerant of our strategy” — but only when applied “with judgement and care.”

NatWest Group’s commitment to AI came from both CEO Paul Thwaite and chair Rick Haythornthwaite at the group’s AGM at its Gogarburn HQ in Edinburgh on Tuesday, which was adjourned for 15 minutes amid protests from climate protestors.

“Accelerated deployment of technology and AI has enabled faster innovation, more personalised services and safer, more resilient banking – but only when applied with judgement and care,” NatWest Group CEO Paul Thwaite told the AGM.

“Applied in the right way, the benefits for both customers and colleagues are clear. It means quicker, more informed decisions, smoother experiences, and more time for our people to focus on where they add the greatest value.

“That is how technology strengthens trust, by putting better tools and information in the hands of our brilliant people.

“AI can complement their judgement, experience and expertise. Done responsibly, it improves decision‑making and frees colleagues to focus on what matters most: building trusted relationships and delivering better outcomes for customers.”

NatWest Group chair Rick Haythornthwaite told shareholders: “Of course, customer expectations continue to evolve, shaped by technology, data and artificial intelligence or AI in now common parlance, and by the pace of change across the wider economy.

“These shifts bring challenges, but also significant opportunities.

“We see AI as an accelerant of our strategy, helping us serve customers more seamlessly, support colleagues to work more effectively, and strengthen how we manage risk and resilience.

“At our core, banks like NatWest play a vital enabling role: supporting investment, backing businesses as they grow, and helping to create jobs and prosperity throughout the country.”

Pressed further by reporters after the AGM on NatWest Group’s deployment of AI, Haythornthwaite said: “It (AI) is an integral part of our company now …

“It is intertwined (with) everything we are doing … for the better …”

Asked if AI is a “job destroyer” the NatWest chair said: “I don’t think it’s a job destroyer … It’s a job changer … There’s no doubt the nature of people’s jobs (is) changing … and they are becoming better jobs … it is enhancing people’s jobs … “