This document summarizes the implementation of a virtual assistant named Q-go on the website of ABN AMRO Bank in the Netherlands. On the first day, Q-go answered over 24,000 questions from customers, with peaks of over 50 questions per minute. Common questions asked about logging in and technical issues. Based on initial results, ABN AMRO believes Q-go will help improve customer service by providing a new way to respond to customer needs beyond traditional methods. Future phases aim to expand Q-go's capabilities.

1. Power to the customer! What else is new? Martijn van Keulen Head Content & Design ABN AMRO NL

2. This presentation is not about …

3. This presentation is (still) about …

6. Old

7. New

9. Q-go on abnamro.nl = Klik

10. Match questions

11. Answer

12. Cross sell/Cross service

13. Contextual bannering

14. Real FAQ’s

20. Top 10 populair questions

21. Populair questions Inloggen (2577 gevraagd) waarom kan ik niet inloggen? ik kan niet inloggen kan niet inloggen Waarom kan ik niet inloggen zoals gewoonlijk waarom is internet bankieren nu ineens zo sloom

22. 800x600…

23. vs. 1024x768….

30. A: 1600 ATM

32. A: Ask Jeeves (now ask.com)

34. A: Andruw Jones

36. A: Feyenoord

38. A: 561 Bank shop s

40. A: I couldn’t find it…

41. Q: How many NL Internet banking contracts?