US-based Genesys announced that Dutch banking group Rabobank has transformed into a digital banking force by leveraging the Genesys Cloud CX platform.

Through the transformation, Rabobank has developed a new conversational banking service model for the Dutch market with a cloud-first customer experience strategy, stated Genesys.

By shifting to the all-in-one Genesys Cloud CX solution, Rabobank expects to serve 15,000 users across 80 departments and to expand and meet client demands for quick, personalised service.

The solution’s artificial intelligence (AI) and automation capabilities have given Rabobank the technological base to develop seamless consumer and staff experiences across self- and human-assisted engagements, said Genesys.

Besides, the Genesys Cloud CX platform’s composability is said to have further accelerated Rabobank’s innovation pace, providing it with a competitive advantage.    

Genesys chief product officer Olivier Jouve said: “In today’s experience economy, businesses must have the cloud and digital technology infrastructure in place to orchestrate effortless experiences people now expect.

“Through Genesys Cloud CX, Rabobank is transforming its operations and executing new ideas, positioning itself as a digital banking leader changing the customer experience landscape.”

Rabobank provides the new conversational banking service model, operating fully on Genesys’ solution.

The bank has achieved greater convenience and customer satisfaction rates of 90% and above for digital channels by introducing two virtual assistants.

These are introduced through the Genesys Open Bot connector that answers nearly 45% of all queries round the clock.

Rabobank conversational banking head Thom Kokhuis said: “We were seeing rising call and chat volumes, resulting in longer queues and wait times.

“Some of that traffic could be basic inquiries like checking balances, calls about debit or credit cards or reporting lost cards.”

In July 2022, US-based financial digital solutions provider InvestCloud joined forces with Rabobank to offer digital financial planning for the latter’s customers.