Microsoft Power Virtual Agents

1 use case using this technology · by Microsoft

1published use cases

1industry

1countries on record

Conversational AI

top AI capability

Evidence mix: High 1 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Financial ServicesConversational AI

Rabobank Streamlines and Personalizes Customer Support with AI Powered Virtual Agents

Rabobank, a multinational banking institution headquartered in the Netherlands, reconstructed its virtual agent solution using Microsoft Power Virtual Agents, replacing a disconnected on-premises IVR and chatbot setup with one conversational platform for voice and chat. Virtual agents now complete about 40 to 50 percent of the business contacts they start without escalation to a human agent, meaning about 60,000 to 80,000 calls per month are handled entirely through automation. Online chat as first point of contact rose from about 20 percent to 25 percent of customers between early and May 2022. Reporting is unified via Microsoft Power BI. Implementation began December 2021 with the first virtual agent deployed to production in April 2022, with help from Microsoft partners Avanade and Accenture.

Rabobank· NetherlandsMicrosoft Power Virtual Agents · Microsoft Power BI