Customer Service Automation · Data Lake / Data Warehouse Modernization · Enterprise Knowledge Search
ABN AMRO Bank had been operating several chatbots but wanted to explore a new platform that would allow them to better implement AI capabilities.
Reported impact
The AI agent for customers now supports over 2 million text conversations and 1.5 million voice conversations every year, while the employee agent provides easier access to a wide range of IT-related and other internal resources.
ABN AMRO Bank used Microsoft Copilot Studio, Azure Communication Services, Azure AI Search to replace disconnected manual workflows with a more consistent digital operating model. Low-code automation and copilot capabilities orchestrate tasks, route work, and surface context to agents or business users without requiring separate point solutions. It also connects with surrounding systems such as Call-center telephony, which lets the new Azure-based workflow fit into existing operations rather than standing apart from them. The AI agent for customers now supports over 2 million text conversations and 1.5 million voice conversations every year, while the employee agent provides easier access to a wide range of IT-related and other internal resources.
Business data is unified in the service data layer, workflow automation coordinates the workflow across connected systems, and Microsoft Copilot Studio surfaces the experience to employees or customers in a single guided interface.
"Microsoft's leadership and innovation in the AI space led us to select Microsoft Copilot Studio," says van Groningen.
ABN AMRO Bank had been operating several chatbots but wanted to explore a new platform that would allow them to better implement AI capabilities.
After a competitive RFP process in late 2023, ABN AMRO transitioned to Microsoft Copilot Studio.
After a competitive RFP process, ABN AMRO transitioned to Microsoft Copilot Studio.
The AI agent for customers now supports over 2 million text conversations and 1.5 million voice conversations every year, while the employee agent provides easier access to a wide range of IT-related and other internal resources.
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