Case Study: Knab Bank achieves dramatic call-center reduction and spectacular self-service growth with Inbenta

Knab Bank - Customer Case Study

Knab is a Dutch online-only bank founded in 2012 with backing from Aegon and a strong focus on customer-first digital service. As a branchless bank, Knab needed to scale customer support and improve digital self-service while keeping satisfaction high.

Since partnering with Inbenta in August 2015, Knab deployed Inbenta’s AI-driven self-service and chat solutions, and within two months saw a sharp decline in call‑center volume. Customers and staff praised the new chat experience, the website’s self‑service ratio grew dramatically, traffic was deflected from support staff, and Knab went on to win the 2016 Opiness Service Award for banking.

Knab Bank

Don van Arem

Service Manager