{"slug":"abn-amro-moves-to-microsoft-copilot-with-capgemini-and-launches-a-gen-ai-factory-approach-starting-with-the-rikkie-chatbot-in-tikkie","url":"https://findausecase.com/use-cases/abn-amro-moves-to-microsoft-copilot-with-capgemini-and-launches-a-gen-ai-factory-approach-starting-with-the-rikkie-chatbot-in-tikkie","title":"ABN AMRO moves to Microsoft Copilot with Capgemini and launches a Gen AI factory approach, starting with the Rikkie chatbot in Tikkie","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.","company":"ABN AMRO","industry":"Financial Services","country":"Netherlands","aiCapabilities":["Conversational AI","Generative AI","Large Language Models"],"technology":["Microsoft Copilot"],"deployment":"Unknown","problemStatement":"ABN AMRO wanted every digital interaction with its clients to feel like a personal one-on-one conversation with a bank representative.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://www.capgemini.com/dk-en/wp-content/uploads/sites/7/2025/05/ABN-AMRO-client-story-case-study.pdf","dates":{"publishedAt":"2026-11-05T05:45:51.785Z","publishedAtSource":"pipeline","updatedAt":"2026-11-05T05:45:51.785Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/abn-amro-moves-to-microsoft-copilot-with-capgemini-and-launches-a-gen-ai-factory-approach-starting-with-the-rikkie-chatbot-in-tikkie. Bulk republication requires permission."}