30 mins

Creating Flexible Dialogues in a Large Corporate: What We Learned Building and Designing Anna, ABN AMRO’s Chatbot

Accurately helping the user is challenging, even when only chatting about the weather. Now what if it’s not the weather, but a declined transaction? At ABN AMRO we focus on understanding the user when they have questions about their financial products. The diversity of the questions, contexts and banking processes, makes the intent landscape hard to track. We needed a way to gain insight in these complex processes and find a structural way to bring questions and answers together in a flexible dialogue. How to define intents? Where does one stop and the next begin? How do we keep track of all the connections between these dialogues? And how can we cut up long complex dialogue into more manageable pieces?

Dec 11

Design Workshops

Bob is an impact driven leader with a background in both marketing, product management,
consultancy and IT strategy. He is now responsible for IT development in the area of Customer
Interaction within ABN AMRO. With great passion he has been focussed on the technical
development of ABN AMRO’s conversational platform. Scaling the platform and truly helping
customers and employees is the goal. Besides this Bob is also responsible for digital Client. Onboarding and the IT solutions for ABN AMRO’s webcare team.

IT Engineering Lead Customer Interaction, ABN AMRO

Bob van Groningen

Jeroen works as a Product Owner with Team Chatbot at ABN AMRO since its start in 2017. Starting with four colleagues working on an MVP. Today Team Chatbot contains over 40 colleagues working on the Conversational AI platform which hosts multiple chatbots of which Chatbot Anna is the leading personality of the platform. Jeroen has experience in upgrading an MVP to a product that plays a key role in the digital strategy of the bank.

Product Owner Conversational AI, ABN AMRO

Jeroen Das


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