ABN AMRO Bank migrates to Microsoft Copilot Studio to support over 3.5 million customer conversations
ABN AMRO Bank · Netherlands
ABN AMRO Bank, the third-largest bank in the Netherlands, transitioned its customer-facing 'Anna' chatbot and employee-facing 'Abby' chatbot to Microsoft Copilot Studio after a competitive RFP process, completing migration in 6 months with partner Capgemini. The Anna agent now supports over 2 million text conversations and 1.5 million voice conversations per year, and integrating Azure AI Conversational Language Understanding with Copilot Studio increased intent-recognition accuracy by 7% for Dutch.
Overview
ABN AMRO Bank, the third-largest bank in the Netherlands, transitioned its customer-facing 'Anna' chatbot and employee-facing 'Abby' chatbot to Microsoft Copilot Studio after a competitive RFP process, completing migration in 6 months with partner Capgemini. The Anna agent now supports over 2 million text conversations and 1.5 million voice conversations per year, and integrating Azure AI Conversational Language Understanding with Copilot Studio increased intent-recognition accuracy by 7% for Dutch.
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Inspect the highlighted sourceThe challenge
ABN AMRO Bank was already operating several chatbots but wanted to explore a new platform that would let it better implement AI capabilities, anticipating that customers would expect much more from a chatbot with the rapid introduction of Generative AI.
The solution
After a competitive RFP process in late 2023, ABN AMRO migrated its customer-facing 'Anna' chatbot (text and voice) and employee-facing 'Abby' chatbot to Microsoft Copilot Studio, replacing the original chatbots with AI-driven 'agents'. The bank's CISO team conducted a 3-month security review to confirm the platform met its security requirements. In the new architecture, chat interactions pass from ABN AMRO's Azure middleware and Contact Center as a Service platform, with voice calls processed in Azure Communication Services; Copilot Studio acts as the dialog manager, integrated with Azure AI Conversational Language Understanding for intent recognition and entity extraction, and Azure DevOps with Power Platform Build Tools support CI/CD.
Reported business value
The Anna agent now supports over 2 million text conversations and 1.5 million voice conversations with customers every year, and can resolve certain IVR queries without escalating to a live agent, reducing drop-off and transfer rates. Integrating Azure AI Conversational Language Understanding with Copilot Studio increased intent-recognition accuracy by 7% for Dutch. The migration itself was completed in 6 months, which ABN AMRO expects will translate into faster time to market for future agent improvements and new products.
Sources
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