From Predefined Dialogues to Intelligent Customer Service
Product & UX
Like many organizations, ABN AMRO began its conversational journey with fully scripted chatbot flows. But as customer expectations evolved and support scenarios became increasingly complex, traditional rule-based conversations reached their limits.
In this session, Lotte and Sam will share how they successfully transformed their chatbot platform by introducing conversational AI and deploying their first AI agent into production. You'll learn how the team evaluated opportunities, managed risks, overcame implementation challenges, and balanced customer experience with operational requirements.
Through real-world examples and practical lessons, the speakers will reveal how AI now handles 12% of chatbot interactions, helping customers find answers faster and resolve issues more effectively. Attendees will leave with actionable insights for evolving their own customer support journeys—from scripted conversations to intelligent AI-powered assistance.
Time & Place
Wed, Nov 25
14:30 - 16:00
Matterhorn III
Limited to 40 participants.
Meet Your Intructors
Lotte Koblens
IT Engineer, ABN AMRO
Lotte Koblens is an IT Engineer at ABN AMRO, working on products that help customers access support and resolve issues more effectively. She began her career as a Frontend Developer trainee, building a strong technical foundation that has shaped her growth as a software engineer.
Over the past two years, Lotte has expanded her expertise across the software stack, evolving into a full-stack developer with a broad understanding of modern product development. Today, her primary focus is on AI agents and conversational AI, where she combines software engineering best practices with the latest advancements in artificial intelligence.
Lotte is particularly interested in how AI-powered systems can enhance customer experiences by helping users solve problems, access information, and receive support more efficiently.
Sam Ferwerda
Senior Full-Stack Developer, ABN AMRO
Sam Ferwerda is a System Architect and Full-Stack Developer at ABN AMRO, where he works on designing and building scalable digital solutions that enhance customer experiences. With a background in Mathematics and Computational Science from the University of Amsterdam, Sam combines strong analytical thinking with hands-on software engineering expertise. His interests span artificial intelligence, AI agents, evolutionary algorithms, and high-performance computing, with a particular focus on applying advanced technologies to solve real-world problems. Passionate about the intersection of mathematics, programming, and AI, Sam is actively involved in shaping the next generation of intelligent systems within the banking sector.
What To Expect
Who Is This For?
CX Leaders
Conversational AI Teams
Product Managers
Digital Transformation Leaders
Customer Support Teams
Pre-Requisites
No specific technical skills required
Bring Your Own Laptop
What You'll Learn & Do?
Evolving from scripted bots to AI
Key lessons from production AI deployment
Overcoming conversational AI implementation challenges
Measuring impact and customer adoption
Building and scaling AI agents responsibly
Agenda & Activities
Agenda for this session:
Getting Settled - 5 mins
Information Session - 40 mins
Break - 5 min
Individual / Group Exercise - 20 min
Q&A/Discussion - 20 min
Reflection - 5 min
Prerequisits:
Bring your own laptop
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