Case Study: Nedbank achieves lower-cost customer service with Microsoft Corporation Azure Bot Framework

Nedbank - Customer Case Study

Nedbank, one of South Africa’s major banks, needed a more cost-effective way to deliver the convenience of its call center to individual investors through digital channels. Working with Microsoft Corporation and partner NML, it explored chatbot technology to handle common client inquiries while supporting its broader digital transformation goals.

Microsoft Corporation helped Nedbank implement the Electronic Virtual Assistant (EVA) using Azure, the Microsoft Bot Framework, and Microsoft Cognitive Services. EVA went live quickly and now handles 80% of the inquiries it is programmed for at just 10% of the cost of live agents, while freeing staff for more complex calls and improving consistency of responses.

Nedbank

Steven Goodrich

Head of Technology