NetherlandsFinance and insurance2024 – ongoing

ABN AMRO Bank

Customer agent Anna and staff agent Abby on Copilot Studio

ABN AMRO: Copilot Studio agents handle over 3.5 million customer conversations a year

WorkingVendor's case studyVendor ↗

Problem

The bank already ran several chatbots. It wanted a platform better suited to AI as customers came to expect more from chatbots.

Approach

After an RFP in late 2023, the bank moved to Microsoft Copilot Studio with Capgemini over six months. It built Anna for customers, in text and voice, and Abby for employees. Azure AI language understanding was added for Dutch.

Results

3.5 million+Customer conversations handled by the Anna agent per yearVendor's case study[1]

7%Increase in Dutch intent recognition accuracy from adding Azure AI language understandingVendor's case study[1]

Takeaway

The bank combined customer text and voice services on one platform. It reported over 2 million text and 1.5 million voice conversations per year.

Sources

ABN AMRO Bank customer story
Microsoft3 Dec 2024Vendor publication

Source summaries

[1]Microsoft3 Dec 2024

ABN AMRO migrated its chatbots to Copilot Studio in six months. Microsoft reports over 3.5 million customer conversations a year and a 7% gain in Dutch intent recognition accuracy.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026