Case Study: Rabobank streamlines customer support with Microsoft Power BI

Rabobank streamlines and personalizes customer support with AI powered virtual agents

Rabobank, a multinational banking institution headquartered in the Netherlands, wanted to deliver “conversational banking” with friendlier, more personalized, and more efficient customer service. Its existing on-premises virtual agent setup had separate chat and voice systems, creating duplicate maintenance work, slower innovation, and limited flexibility. Rabobank turned to Microsoft Power BI alongside Microsoft Power Virtual Agents/Copilot Studio capabilities to better support unified reporting and a more cohesive customer support experience.

Microsoft helped Rabobank reconstruct its virtual agent solution on a modern cloud-based platform, enabling both voice and chat channels to run from a single conversational foundation and integrating reporting through Microsoft Power BI. The new setup reduced duplication, simplified operations, and supported transactional self-service. Measurable results included a rise in customers using chat as their first point of contact from 20% to 25%, and virtual agents resolving 40% to 50% of business contacts without escalation—about 60,000 to 80,000 calls per month handled entirely through automation.

Rabobank

Chris den Arend

Solution Architect