How bunq handles 97% of support with Amazon Bedrock

This post was co-authored with Benjamin Kleppe, Machine Learning Engineering Lead at bunq.

The integration of agentic AI is transforming the banking industry, marking a significant shift from traditional customer service systems. Agentic AI demonstrates autonomous decision-making capabilities in complex financial environments, enabling banks to provide round-the-clock multilingual support, process transactions, and deliver personalized financial insights at scale.

bunq is Europe’s second-largest neobank, built to make life easy for people and businesses who live an international lifestyle. Founded in 2012 by serial entrepreneur Ali Niknam, bunq has always put users at the heart of everything they do. The company helps its 20 million users across Europe spend, save, budget, and invest confidently, all within a single, user-friendly application built on user feedback

In this post, we show how bunq upgraded Finn, its in-house generative AI assistant, using Amazon Bedrock to transform user support and banking operations to be seamless ...