Rabobank: Top CX through rapid implementation

Rabobank, one of the largest financial institutions in the Netherlands, is constantly looking for ways to increase productivity, grow agent happiness and satisfy their customers. As such, the bank quickly recognized the need to transcend digitization and fully embrace the digital realm. With a staggering volume of 7.5 million voice calls per year and over 2.5 million digital customer interactions via email and chat, Rabobank faced the formidable task of optimizing customer interactions while ensuring seamless operational efficiency. This transition demanded a paradigm shift, wherein AI emerged as a pivotal tool to empower employees in serving customers with unparalleled precision and agility. And this is where the challenge lies. Rabobank aimed at implementing AI and GenerativeAI (GenAI) functionalities flawlessly across their vast network of more than 4,000 customer support agents.

A true partnership was a key aspect of the success Rabobank has had in enabling their agents with Deepdesk’s technology. From the very beginning, Rabobank and Deepdesk made sure everyone involved in the project (40+ people) were aligned and working together. This included a few different “hack-a-thons,” where team members from engineering, customer support, brand management, legal, compliance, and more all came together with the goal of deploying AI-based Agent Assist technology to agents as quickly as possible. These hack-a-thon days allowed both teams to accomplish in one day what may have taken a month over email. And by including team members from across the entire business, questions that may have involved people from engineering, legal, and compliance could be discussed and answered on the spot. The result was a rapid deployment and quick adoption by agents. What did this amount to when it came to enabling agents? See for yourself.