Each colour maps a published value to the exact source passage used to support it. Only bounded excerpts are public; administrators can inspect the complete captured source.
Title
ABN AMRO moves to Microsoft Copilot with Capgemini and launches a Gen AI factory approach, starting with the Rikkie chatbot in Tikkie
Working with Capgemini as its project partner, the bank transitions to Microsoft Copilot and launches a new Gen AI factory approach to become a personal bank in the digital age.
was selected as the first customer facing Gen AI solution
Description
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.
ABN AMRO, the third-largest bank in the Netherlands, supports more than five million retail and 365,000 commercial clients.
the bank engaged Capgemini as its innovation partner for conversational AI products.
…it could produce new solutions, the project team established proper securi- ty guardrails in advance, ensuring that the introduc- tion of Copilot and all ensuing solutions would me…
As part of a new three-layer service model, the partners introduced “Rikkie”, a Gen AI-infused chatbot to provide a more natural one-on-one digital interaction.
Based on these learnings Gen AI is being introduced to a wider client base in the banks’ Conversational Platform.
Company
ABN AMRO
Client: ABN AMRO Region: Europe Industry: Banking and capital markets
Country
Netherlands
ABN AMRO, the third-largest bank in the Netherlands, supports more than five million retail and 365,000 commercial clients.
Region
Europe
Client: ABN AMRO Region: Europe Industry: Banking and capital markets
Industry
Financial Services
Client: ABN AMRO Region: Europe Industry: Banking and capital markets
Problem
ABN AMRO wanted every digital interaction with its clients to feel like a personal one-on-one conversation with a bank representative.
ABN AMRO wanted every digital interaction with its clients to feel like they had had a personal one-on-one conversation with a bank representative.
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.
The bank partnered with Capgemini to transition to Microsoft Copilot to begin developing Gen AI solutions
As part of a new three-layer service model, the partners introduced “Rikkie”, a Gen AI-infused chatbot to provide a more natural one-on-one digital interaction.
Based on these learnings Gen AI is being introduced to a wider client base in the banks’ Conversational Platform.
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.
completed a smooth transition that fulfilled operational expectations.
Solutions built on the Copilot platform promise an expansion of
AI capabilities
Conversational AI, Generative AI, Large Language Models
This would enable the bank to introduce Large Language Models and a variety of other solutions that would support Generative AI more effectively.
Technology
Microsoft Copilot
The bank partnered with Capgemini to transition to Microsoft Copilot
Implementation approach
The partnership began with inspirational sessions to define a future vision, followed by a strategy and roadmap. The partners detailed the architecture in workshops before implementation started. Tikkie was selected as the first customer-facing Gen AI solution to learn from the implementation and from how customers experience Gen AI, before Gen AI was introduced to a wider client base.
The partnership between ABN AMRO and Capgemini began with inspirational sessions that drew upon expertise from both companies to define a future vision for the bank.
ABN AMRO, Capgemini and Microsoft jointly detailed out the future proof architecture further in workshops prior to the start of the implementation.
Headline outcome
was selected as the first customer facing Gen AI solution
Use case type
Conversational assistant
a Gen AI-infused chatbot to provide a more natural one-on-one digital interaction.
