Rabobank: Responding Quickly to Invoice Queries from Suppliers with an AI-Powered Chatbot

Challenges and Opportunities

• Identify repetitive functions that can be automated using intelligent technologies such as chatbots
• Deploy a chatbot based on artificial intelligence (AI) technology to answer standard, repetitive invoice queries from suppliers
• Reduce the workload of service-desk teams and enable them to focus on answering more complex inquiries

Why SAP

• SAP Conversational AI service, in SAP Extension Suite, for outstanding customer and employee experiences using chatbots
• Ability to connect SAP Conversational AI with systems such as the SAP ERP application
• Trusted partner for data privacy and security as the cloud chatbot collects company-internal data
• Assistance with implementation of chatbot “Billy,” which fields standard invoice queries such as when a supplier’s invoice will be paid

After: Value-Driven Results

• Lighter workloads for service-desk teams, including when working from home during the COVID-19 pandemic
• Better service for suppliers, with the chatbot available to answer invoice, queries 24 hours a day, and staff able to focus on more-specific, nonstandard questions, supporting them during the COVID-19 lockdown when the number of such inquiries surged

Customer Testimonial

“SAP Conversational AI helps us stay resilient and agile by connecting powerful chatbots with existing systems. This lets service teams focus on adding value to the business and has lightened their workload during the COVID-19 pandemic.”

Robert van Uden, Senior Solution Engineer, Coöperatieve Rabobank U.A

Results

• Higher employee and supplier satisfaction, with the chatbot taking over repetitive functions 24×7
• 100-150 conversations handled every day by chatbot Billy in the initial weeks after go-live

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