Cocreating a scalable bank for the digital age with Gen AI
As the third-largest bank in the Netherlands, ABN AMRO operates in 15 countries, supporting over 5 million account holders, 365,000 commercial clients, and more than 9,000 corporate clients. ABN AMRO is focused on building a future- proof bank, supporting its customers’ transition to sustainability, and providing a fully digital customer experience with premium services. Capgemini and ABN AMRO partnered to accelerate the bank’s transition to Gen AI in its Customer Interaction channels. The partnership resulted in a complete transformation strategy including a transition to Microsoft Copilot that fulfilled operational and security expectations allowing better implementation of AI assistants. Also, as part of the new three-layer service model, ABN AMRO introduced Rikkie, a Gen AI-powered chatbot providing a natural, one-on-one digital interaction, offering personalized support. This initial implementation served as a learning platform for broader Gen AI applications within the bank’s Conversational Platform.
Indigenous wisdom meets AI to protect endangered buffalo
ShagowAskee, a coalition of Indigenous Elders, Knowledge Keepers, and trappers in Northern Alberta, Canada, are committed to protecting a culturally significant, genetically unique herd of endangered wood buffalo and their habitats. Partnering with Capgemini, ShagowAskee implemented a Geo Satellite Intelligence (GSI) and AI solution to monitor the impacts of logging and wildfires on local ecosystems. The collaboration facilitated the visualization and analysis of extensive forest landscapes, using historical data to track environmental changes since the 1980s, strengthening support for environmental-protection policies. By aligning modern technological advancements with Indigenous knowledge, ShagowAskee illustrates a path toward environmental stewardship that respects both traditional wisdom and the need for contemporary solutions to safeguard biodiversity.
Ensuring safety-compliant communications
Network Rail, responsible for owning, operating, and maintaining Britain’s railway infrastructure, needed to enhance safety-critical communication (SCC) compliance, so turned to Capgemini for a feasibility study of an AI call auditing solution. The initiative arose from the need to analyze thousands of daily communications among engineers, ensuring alignment with SCC standards. Capgemini developed a proof of concept using advanced Natural Language Processing and speech-to-text models that successfully evaluated calls on parameters such as clarity, completeness, compliance, and focus. After a three-month testing period, results indicated the AI solution’s effectiveness in identifying non- compliance and missing information, alongside recommendations for training. The project laid the groundwork for scalable AI technology compliance, ultimately bolstering passenger safety and operational efficiency.
