Case Study: ABN AMRO achieves a future-ready Gen AI customer experience with Capgemini

ABN AMRO adopts a future-focused approach to Gen AI development

ABN AMRO, the third-largest bank in the Netherlands, wanted to modernize its customer experience as part of its move to become a personal bank in the digital age. To do that, it partnered with Capgemini to explore conversational AI and define a future-proof digital service model, while also ensuring safety, security, and privacy requirements were built in from the start.

Capgemini helped ABN AMRO transition to Microsoft Copilot and establish a new Gen AI factory approach through workshops, innovation sessions, and a jointly designed architecture. The result was a smooth implementation that launched “Rikkie,” a Gen AI chatbot first used in the Tikkie app, and created a foundation for wider AI-driven self-service and support across the bank’s conversational platform.

ABN AMRO