How Rabobank built a first-in-market AI strategy

15,000 users. 80 departments. 9 months. Zero incidents.

Rabobank set out to build what no Dutch bank had attempted: a conversational banking model that intelligently steers customers to the right channel, every time.

Running on Genesys Cloud, they migrated 15,000 advisors across 80+ departments in nine months. In-house, with zero service disruption or loss of features.

Virtual assistants now answer 45% of questions around the clock. Web messaging is 25% more efficient than voice. New features deploy in days, not weeks.

The case study shows exactly how Genesys Cloud delivered it: real numbers, real results and a clear path from ambition to enterprise-wide execution.

Highlights

45% of customer questions resolved by virtual assistants, 24/7
€2.2 million saved in hardware and IT costs annually
88-day pilot to full enterprise rollout in nine months

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