Case Study: Nedbank achieves scalable personalized customer service with Microsoft Azure

South African bank, Nedbank, standardizes on Power BI for increased agility, low TCO to drive data-driven culture

Nedbank, one of South Africa’s largest banks, needed to scale personalized service for individual investors without driving up costs. Customers preferred call-center and messaging channels over websites or apps, so the bank wanted to deliver one-to-one support in the channels people already use while freeing staff to focus on more complex cases. Microsoft Azure was part of the solution, with Nedbank working with Microsoft and NML.

Nedbank and Microsoft Azure built EVA, an Electronic Virtual Assistant using the Microsoft Bot Framework, Azure LUIS, and Cognitive Services. A prototype was launched in three months and full production in under four; EVA now handles 80% of the inquiries it is designed for at about 10% of the cost of live agents, prepopulates forms, improves answer consistency, and is being expanded to messaging apps, transactions, and other business lines.

Nedbank

Yash Nannoolal

Engineer