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Title
ABN AMRO Bank migrates to Microsoft Copilot Studio to support over 3.5 million customer conversations
ABN AMRO Bank migrates to Microsoft Copilot Studio to support over 3.5 million customer conversations | Microsoft Customer Stories This is the Trace Id: a52bcd7311b504c5db8412c04674…
Description
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.
…covers internal questions such as IT Helpdesk support and facilities services. The migration to Copilot Studio was completed in just 6 months – driven by a successful partnership with Microsoft and Capgemini. “We helped anchor the partnership with our team and the ABN AMRO team, laying t…
Company
ABN AMRO Bank
…Generative AI quickly and effectively to our customers.” Discover more details CUSTOMER ABN AMRO Bank PARTNER CapGemini PRODUCTS Power BI Azure DevOps Azure Data Lake Storage Micros…
Country
Netherlands
…crosoft Copilot Studio SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY Netherlands BUSINESS NEED Powerful business apps INDUSTRY Share the story Take the next ste…
Industry
Financial Services
…cess to a wide range of IT-related and other internal resources. READ THE STORY ABN AMRO Bank is the third-largest bank in The Netherlands, with headquarters in Amsterdam. With over 22,000 employees, ABN AMRO serves ov…
Problem
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.
…tions that play a major role in energy, commodities and transportation markets. The bank, which was already operating several chatbots, wanted to explore a new platform that would allow them to better implement AI capabilities. “With the rapid introduction of Generative AI, we anticipate that our customers…
Implementation approach
ABN AMRO selected Microsoft Copilot Studio after a competitive RFP process in late 2023 and completed the migration of both chatbots in 6 months in partnership with Capgemini; the bank is now planning further agents in Copilot Studio, with its next new agent set up as a full Generative AI agent that will also serve as a testing ground for similar experiences in Anna.
…ed to get ahead of that demand,” says Bobby van Groningen, IT Lead at ABN AMRO. After a competitive RFP process in late 2023, ABN AMRO transitioned to Microsoft Copilot Studio. “Microsoft’s leadership and innovation in the AI space led us to select Microso…
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.
…ore the middleware. The middleware layer further enhances these interactions by leveraging Microsoft Copilot Studio as the dialog manager, integrated with Azure AI Conversational Language Understanding (CLU) for precise intent recognition and entity extraction. With Copilot Studio, the conversational IVR on the voice channel is able to un…
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.
…ating Azure AI Conversational Language Understanding (CLU) with Copilot Studio, ABN AMRO increased its accuracy rate in intent recognition by 7% for Dutch, leading to more precise and reliable customer and employee interactions. Faste…
AI capabilities
Conversational AI, Speech & Audio AI
…platform which is used for both the voice and text channels of the Anna agent. Voice calls are processed in Azure Communication Services (ACS) before the middleware. The middleware layer further enhances these interactions…
Technology
Microsoft Copilot Studio, Azure AI Conversational Language Understanding, Azure Communication Services, Azure middleware, Azure DevOps and Power Platform Build Tools
…our customers.” Discover more details CUSTOMER ABN AMRO Bank PARTNER CapGemini PRODUCTS Power BI Azure DevOps Azure Data Lake Storage Microsoft Copilot Studio SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY Netherlands BU…
Deployment options
cloud
…adoption of Copilot Studio is now central to the bank’s solution architecture. Chat interactions are passed from ABN AMRO Bank’s Azure middleware and Contact Center as a Service (CCaaS) platform which is used for both the voice and text channels of the Anna agent. Voice cal…
