How AI helps us create long-term value

ABN AMRO has established clear AI standards, a proprietary AI register, and a strong ethical and compliance framework to provide a solid foundation for innovation. All applications comply with our core principles and with applicable laws and regulations, including the European AI Act.

“AI is not a side experiment but a core capability that is reshaping how we bank every day. We balance innovation with responsibility, scaling technology where it truly adds value for our clients and colleagues. By embedding AI into our processes, we make our products and services faster, more personal and more consistent. What sets us apart is our people who are equipped to use AI confidently and bring it to life in their daily work, finding opportunities where it can drive results. That’s how we combine technology and human expertise to build a future‑proof bank.”

Carsten Bittner, Chief Innovation & Technology Officer

Where we deploy AI

Technology and data are a key enabler of our bank-wide strategy. Artificial intelligence delivers a range of benefits, such as boosting efficiency, speeding up innovation and scaling next-generation product offerings.

Across the bank, AI plays a crucial role in adding value in these six areas:

• safe banking

• customer experience

• future-proof business models

• responsible investing & financing

• risk management

• prevention of financial economic crime

In our current practice, AI is reshaping both the content of work and how it is carried out. That is why we continuously invest in strengthening AI literacy, ensuring responsible use and human-in-the-loop mechanisms where necessary.

How we use AI

Speeding up lending:

AI Lending Assistant ‘Lenny’ automatically populates credit templates and drafts credit proposals based on documents uploaded by the lender. This gives our corporate bankers more time for substantive analysis and credit structuring rather than routine tasks, benefiting both quality and customer experience.

Customer service:

Chatbot Anna has been our digital client assistant since 2020. As an example of how we use Agentic AI, the chatbot helps clients set transfer limits, schedule appointments, and activate and block debit cards.

Listening to clients:

we continue to expand our AI-powered Advisor Assist across the bank and its communication channels. The tool’s summarisation capability helps client advisers reduce the time spent after each call by up to 50%.

Virtual clients:

by using AI-driven virtual clients, our customer service colleagues train in realistic simulations. The training platform was developed by Convergent AI, a fintech startup supported by ABN AMRO through the Techstars startup accelerator.

Detecting financial crime:

our AI voice assist tool GAIVA summarises client conversations, helping our analysts make anti-money laundering processes more efficient.

Cooperating on the AI future

We believe in a collaborative approach to innovation and change. To accelerate innovation, ABN AMRO has invested in promising start-ups and scale-ups in fintech as of 2016. Since then, we have teamed up with Techstars and Motive Partners to explore and speed up new solutions for our clients and colleagues. In 2026 we co-founded The Stack, an Amsterdam-based AI hub that connects startups, companies, investors and policymakers to accelerate the growth of AI scale-ups.

"Collaboration with technology companies and ambitious founders is essential for realizing our innovation strategy. The AI hub enables us to be closer to the latest AI developments while supporting Dutch scale-ups in rapid growth, developing safe and responsible AI solutions and successful collaboration with large organisations.”

Yorick Naeff, Head of Innovation