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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


30 mins


Loes Horselenberg

Loes Horselenberg

UX Designer, ABN AMRO

Copy of BRN19 Logos for company page- 45

Loes is an User Experience Designer at ABN AMRO, focused on conversational design. Currently, she is working on Anna the customer service chatbot, as well as the voice interaction for telephony. She loves creating new ways to make the lives of people easier and more fun. Conversational challenges are her true passion because now we have to teach computers to understand humans, instead of teaching humans to interact with computers. She is also an ambassador of Women in Voice NL.


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