Title
Rabobank Embraces Conversational Banking with Microsoft Copilot Studio
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Description
Dutch bank Rabobank migrated its text- and voice-enabled customer service chatbots to Microsoft Copilot Studio, integrating Genesys Cloud for live-agent escalation, Azure AI Speech for voice, and Azure AI Foundry with Azure AI Search for compliant generative-AI fallback answers drawn from its website. The bank's three Copilot Studio agents now handle around 20,000 daily calls and 7,000 daily chats, achieving a 62% self-service rate for chats that are resolved without escalation to a live agent.
…ed customer experience through faster response times and more accurate answers: 20,000 daily calls and 7,000 daily chats 62 percent self-service rate for chats (that is, not escalated to live agents)…
…ponse times and more accurate answers: 20,000 daily calls and 7,000 daily chats 62 percent self-service rate for chats (that is, not escalated to live agents) In addition, Rabobank can now manage and update its virtual agents without exte…
Company
Rabobank
…king with Copilot Studio Feedback Summarize this article for me In this article Rabobank, a multinational banking and financial services company based in the Netherlands, is committed to growing a better world together. As part of this mission, Rabo…
Country
Netherlands
…king with Copilot Studio Feedback Summarize this article for me In this article Rabobank, a multinational banking and financial services company based in the Netherlands, is committed to growing a better world together. As part of this mission, Rabo…
Industry
Financial Services
…Copilot Studio Feedback Summarize this article for me In this article Rabobank, a multinational banking and financial services company based in the Netherlands, is committed to growing a better world together. As p…
Problem
Rabobank's existing text- and voice-enabled chatbot platform, partly on-premises and vendor-maintained, was inefficient (chat and voice logic had to be updated separately even when using the same models), slow to market because it required specialized developer support, and hard to integrate with external systems and APIs needed to make conversational agents actionable.
…mentation and maintenance. However, this solution presented several challenges: Inefficiency : Chat and voice systems had to be updated with new conversations and logic separately. Even when the systems used the same information and models, they required separ…
…e systems used the same information and models, they required separate updates. Slow to market : The platform required specialized developer support, which slowed innovation and time to market. Integration complexity : The chatbot was hard to integrate with external system…
Solution
Rabobank migrated to Microsoft Copilot Studio, building one voice-enabled agent and two text-based agents for business banking and retail customer self-service, with topics designed to solve end-to-end processes like blocking a credit card. Genesys Cloud handles initial call/chat intake and escalation to live agents via custom-built middleware bridging it with Copilot Studio; AudioCodes and Azure AI Speech-to-Text/Text-to-Speech handle voice translation. For generative AI, Rabobank built its own compliant pipeline outside Copilot Studio's built-in features: an Azure Function calls Azure OpenAI to retrieve the user inquiry from a transcript and generate an answer using Azure AI Search, which indexes rabobank.nl content scraped and cleaned daily via a custom Python pipeline, all deployed within Rabobank's own Azure subscription.
…ution Architect, Rabobank Solution Rabobank turned to Microsoft Copilot Studio. They used Copilot Studio to create three Copilot Studio agents for customer self-service, one voice-enabled agent and two text-based agents. The text-based agents focus on business banking and supporting retail customers…
…alternative approach to get the correct data from their website for the agent. They scrape their website daily using a custom Python-based solution that includes four steps: Create new Azure AI Search index. Get and filter webs…
Business value
Since migrating to Copilot Studio, Rabobank's agents handle around 20,000 daily calls and 7,000 daily chats, with 62% of chats resolved through self-service without escalation to a live agent, and the bank can now manage and update its virtual agents without external help.
…ed customer experience through faster response times and more accurate answers: 20,000 daily calls and 7,000 daily chats 62 percent self-service rate for chats (that is, not escalated to live agents)…
…elf-service rate for chats (that is, not escalated to live agents) In addition, Rabobank can now manage and update its virtual agents without external help. We wanted a complete solution with the control, openness, and flexibility to tu…
AI capabilities
Conversational AI, Generative AI
…uses topics for intent recognition and management of end-to-end processes (B). Fallback topics use generative AI to better answer customer inquiries (not shown). Key takeaways Rabobank's transition to Microsoft Copilot Studio de…
Technology
Microsoft Copilot Studio, Power Automate, Power BI, Azure AI Search, Azure AI Foundry, Azure AI Speech, Genesys Cloud, AudioCodes
…ng technologies: Power Platform: Microsoft Copilot Studio as the agent platform Power Automate to connect to external APIs through HTTP calls Power BI to track conversation success Azure services: Azure AI Search for more…
…APIs through HTTP calls Power BI to track conversation success Azure services: Azure AI Search for more accurate information retrieval from Rabobank's website Azure AI Foundry as a compliant generative AI enabler that uses specific AI mod…
…re AI Foundry as a compliant generative AI enabler that uses specific AI models Azure AI Speech service for the voice-enabled agent Architecture Rabobank's conversational AI architecture integrates several Micro…
Deployment model
cloud
…utside Copilot Studio. They currently use Azure AI Foundry to deploy AI models, within their own Azure subscription to ensure compliance, which is important to Rabobank. To use generative AI in SaaS (Software as a Se…
Deployment options
cloud
…utside Copilot Studio. They currently use Azure AI Foundry to deploy AI models, within their own Azure subscription to ensure compliance, which is important to Rabobank. To use generative AI in SaaS (Software as a Se…
Headline outcome
…ponse times and more accurate answers: 20,000 daily calls and 7,000 daily chats 62 percent self-service rate for chats (that is, not escalated to live agents) In addition, Rabobank can now manage and update its virtual agents without exte…
Use case type
Conversational assistant
…demonstrates how you can use Copilot Studio and other Microsoft technologies to set up agents for chat and voice scenarios. Here are some key takeaways for IT professionals who are considering implement…
Capture details
- Captured
- 07 Oct 2026, 06:05 UTC
- Extractor
- fetch-strip@1
- Snapshot hash
- d45594ebf06073f17e412bf0378e505be4641aa9f462dd4746f2d2f268bc36a8