Making digital banking uncomplicated with the power of conversational AI
Company ABN AMRO | 2019 - Ongoing Services product development, ux research, strategy
In the several years I worked with this team, the product has grown from a simple answering bot to a full conversational platform. Meaning the chatbot covers all financial topics and is available on the web, app, and telephony channels. With a result of a 12X increase in interactions over three years.
Highlighted cases
Hyper growth
Creating a connected customer service journey with conversational AI
Making our service offering more efficient and connecting gaps in the customer journeys by facilitating customers in one system. By doing so we scaled up the chatbot interaction by 10X the amount.
Personalisation
A personal bank in a digital age
Exploring the directions how we could personalise the chat interactions and could contribute to the bank’s core strategy.
3-day hackathon
Creating a budgeting assistant with GPT4
A hands on approach to identify useful solutions for customers that would like to have a better control on their expenses. These examples have helped us define a future IT landscape in which conversational AI plays a key role.
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For ABN AMRO
Year 2019 - Ongoing (full time)
Objectives Empower customers to bank digitally with ease, increase the adoption of chat, improve the customer experience of the chatbot
Role Broad range of product development responsibilities; understanding customer needs and expectations, designing solutions and refining them with devs, facilitating the design process in the team and setting up experiments.
Also see my other work
Creating a healthy financial future
Concept development
Segmenting user groups to personalise service and contact
Strategic user research