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ABN AMRO Asset Management

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13/09/2023 Banking Innovation

About

ABN AMRO is the first Dutch bank to use Generative AI to empower call centre agents with automated call summarization and real time answer suggestions. From idea to scaling phase in 5 months.

Innovation presentation

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.

Uniqueness of the project

- ABN AMRO is the first Dutch/Benelux bank to use Generative AI (leveraging tech by our technology partner Microsoft) in practise

- From ideation to MVP in less than a month

- Fastest innovation thus far to proceed to scaling phase in mere months after the succesful pilots

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