Financial ServicesConversational AI
Rabobank Streamlines and Personalizes Customer Support with AI Powered Virtual Agents
Rabobank
Rabobank, a multinational banking institution headquartered in the Netherlands, reconstructed its virtual agent solution using Microsoft Power Virtual Agents, replacing a disconnected on-premises IVR and chatbot setup with one conversational platform for voice and chat. Virtual agents now complete about 40 to 50 percent of the business contacts they start without escalation to a human agent, meaning about 60,000 to 80,000 calls per month are handled entirely through automation. Online chat as first point of contact rose from about 20 percent to 25 percent of customers between early and May 2022. Reporting is unified via Microsoft Power BI. Implementation began December 2021 with the first virtual agent deployed to production in April 2022, with help from Microsoft partners Avanade and Accenture.
