ABN AMRO Contact Centre GenAI Qorus Banking Innovation Awards 2023 - Winner

By using GPT, agents can quickly answer customer questions by efficiently searching the internal knowledge articles using natural language; and easily make a post-call summary for future use. This innovation is in line with our strategy to be a personal bank in a digital age. We do this by empowering our call centre agents in their daily work, so they can focus all their energy on helping our customers. The key features are semantic search of internal operating procedures and summarisation of calls. Feedback by agents has been overwhelmingly positive; agent can spend their time on the things that matter - helping customers - and make their jobs more enjoyable.