ABN AMRO Bank migrates to Microsoft Copilot Studio to support over 3.5 million customer conversations
ABN AMRO Bank· NetherlandsMicrosoft Copilot Studio, Azure AI Conversational Language Understanding, Azure Communication Services, Azure middleware, Azure DevOps and Power Platform Build Tools
ABN AMRO Bank, the third-largest bank in the Netherlands, transitioned its customer-facing 'Anna' chatbot and employee-facing 'Abby' chatbot to Microsoft Copilot Studio after a competitive RFP process, completing migration in 6 months with partner Capgemini. The Anna agent now supports over 2 million text conversations and 1.5 million voice conversations per year, and integrating Azure AI Conversational Language Understanding with Copilot Studio increased intent-recognition accuracy by 7% for Dutch.
Overview
ABN AMRO Bank, the third-largest bank in the Netherlands, transitioned its customer-facing 'Anna' chatbot and employee-facing 'Abby' chatbot to Microsoft Copilot Studio after a competitive RFP process, completing migration in 6 months with partner Capgemini. The Anna agent now supports over 2 million text conversations and 1.5 million voice conversations per year, and integrating Azure AI Conversational Language Understanding with Copilot Studio increased intent-recognition accuracy by 7% for Dutch.
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Inspect the highlighted sourceThe challenge
ABN AMRO Bank was already operating several chatbots but wanted to explore a new platform that would let it better implement AI capabilities, anticipating that customers would expect much more from a chatbot with the rapid introduction of Generative AI.
The solution
After a competitive RFP process in late 2023, ABN AMRO migrated its customer-facing 'Anna' chatbot (text and voice) and employee-facing 'Abby' chatbot to Microsoft Copilot Studio, replacing the original chatbots with AI-driven 'agents'. The bank's CISO team conducted a 3-month security review to confirm the platform met its security requirements. In the new architecture, chat interactions pass from ABN AMRO's Azure middleware and Contact Center as a Service platform, with voice calls processed in Azure Communication Services; Copilot Studio acts as the dialog manager, integrated with Azure AI Conversational Language Understanding for intent recognition and entity extraction, and Azure DevOps with Power Platform Build Tools support CI/CD.
Reported business value
The Anna agent now supports over 2 million text conversations and 1.5 million voice conversations with customers every year, and can resolve certain IVR queries without escalating to a live agent, reducing drop-off and transfer rates. Integrating Azure AI Conversational Language Understanding with Copilot Studio increased intent-recognition accuracy by 7% for Dutch. The migration itself was completed in 6 months, which ABN AMRO expects will translate into faster time to market for future agent improvements and new products.
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