Rabobank Streamlines and Personalizes Customer Support with AI Powered Virtual Agents
Rabobank· NetherlandsMicrosoft Power Virtual Agents · Microsoft Power BI
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.
Overview
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.
The challenge
Rabobank had initially adopted an on-premises virtual agent solution with a separate interactive voice response (IVR) system and chatbot, which came with the challenge of maintaining two solutions with overlapping work, duplicative updates, and difficulties creating comparative reports; the platform was housed on-premises, required specialized developer support, and was relatively inflexible, slowing innovation.
The solution
Rabobank reconstructed its virtual agent solution using Microsoft Power Virtual Agents, replacing the disconnected on-premises IVR and chatbot setup with one conversational platform for voice and chat, with the help of Microsoft Partner Network members Avanade and Accenture. Reporting is unified using Microsoft Power BI to track virtual agent KPIs like resolutions and escalation rates and business metrics like customer satisfaction and routing accuracy.
Reported business value
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.
Sources
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This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
Other financial services entries in the register.
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