NetherlandsFinance and insurance2021 – ongoingRabobank
Unified AI virtual agents for voice and chat banking
Rabobank's virtual agents completed about 40 to 50 percent of initiated contacts without escalation
Problem
Rabobank maintained separate voice and chat systems. Updating the same conversations twice created duplicate work and made reporting harder.
Approach
Rabobank rebuilt both channels on Microsoft Power Virtual Agents with support from Avanade and Accenture. Implementation began in December 2021, with the first production deployment in April 2022. Voice agents collected information for routing, while chat agents could complete banking transactions.
Results
Takeaway
A common conversational platform reduced duplicate maintenance while allowing different tasks in voice and chat.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Rabobank's replacement of separate voice and chat systems with a shared virtual-agent platform. It reported that agents completed about 40 to 50 percent of initiated business contacts without escalation.
Full details are in the original sources.