Building the AI Agent Is Easy. Proving It's Safe Isn't - Jonathan Osborne, NatWest

NatWest's digital assistant Cora is moving from scripted answers to AI agents serving millions of retail customers in a regulated banking environment. The core argument is that building the agent is straightforward, while proving it is safe requires a routing funnel, multi-dimensional quality scoring, human validation that exposes hidden gaps, calibrated LLM judges, continuous production evaluation, and shadow deployments with feature flags.