ABN AMRO moves to Microsoft Copilot with Capgemini and launches a Gen AI factory approach, starting with the Rikkie chatbot in Tikkie
ABN AMRO· NetherlandsMicrosoft Copilot
ABN AMRO, the third-largest bank in the Netherlands, engaged Capgemini as innovation partner for conversational AI and transitioned to Microsoft Copilot to build Gen AI solutions within a three-layer service model, with security guardrails set up in advance. The Gen AI chatbot Rikkie in the Tikkie payments app was the first customer-facing Gen AI solution, with Gen AI being extended to the bank's Conversational Platform. The source gives no quantified results.
Overview
ABN AMRO, the third-largest bank in the Netherlands, engaged Capgemini as innovation partner for conversational AI and transitioned to Microsoft Copilot to build Gen AI solutions within a three-layer service model, with security guardrails set up in advance. The Gen AI chatbot Rikkie in the Tikkie payments app was the first customer-facing Gen AI solution, with Gen AI being extended to the bank's Conversational Platform. The source gives no quantified results.
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Inspect the highlighted sourceThe challenge
ABN AMRO wanted every digital interaction with its clients to feel like a personal one-on-one conversation with a bank representative.
The solution
The bank partnered with Capgemini to transition to Microsoft Copilot, in order to begin developing Gen AI solutions as part of a three-layer customer support journey, and launched a Gen AI factory approach. Security guardrails were established in advance. As part of the three-layer service model, the partners introduced Rikkie, a Gen AI-infused chatbot, in the Tikkie payments app as the first customer-facing Gen AI solution; based on those learnings, Gen AI is being introduced to a wider client base in the bank's Conversational Platform.
Reported business value
The source says the project team completed a smooth transition that fulfilled operational expectations and laid the foundation for future Gen AI developments. It describes ABN AMRO as standing at the beginning of a Gen AI-powered innovation journey, with solutions on the Copilot platform that promise more personalized self-service; it gives no quantified results.
Sources
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