ABN AMRO Collaborates with Infosys to Modernize their Enterprise Content Operations
ABN AMRO, a leading bank in the Netherlands, has accelerated its digital transformation to deliver seamless and secure customer experiences. Enterprise content management (ECM) is a crucial function at the bank and manages storage, retrieval, and archival of billions of documents. The bank aimed to automate the extraction of critical information from complex documents to support multiple business processes. Infosys, in close collaboration with ABN AMRO, co-created a scalable, compliant, and intelligent document management solution that significantly reduced operational costs, accelerated processing times, and enhanced the employee experience.
Imagine documents accelerating every banking workflow—without manual effort. Faced with rising regulatory demands and data overload, ABN AMRO turned complexity into control—automating document classification, extraction, and compliance across key functions. The result? Faster decisions, fewer errors, and smarter operations. Here’s how intelligent document management quietly brought in transformation.
ABN AMRO is a leading bank in the Netherlands, with a rich history spanning over 200 years. The bank’s core business revolves around providing a comprehensive suite of financial products, services, and expert advice to a diverse client base. The institution is firmly established as a personal bank, catering to approximately five million retail customers and 365,000 business clients. It primarily operates and services clients in the Netherlands with an increasing presence within Northwest Europe. ABN AMRO functions with a strong emphasis on digitally enabled growth.
Delivering a next-generation customer experience requires banks to offer frictionless digital solutions while adhering to strict regulations. At the same time, banks require highly secure and compliant storage solutions to protect sensitive customer information, maintain public trust, and prevent financial crimes. Compliance with legal and regulatory requirements is necessary for both operational integrity and for avoiding penalties.
ABN AMRO has accelerated its digital transformation to enable safe and secure customer-centric solutions, seamless user experiences, interactive portals and platforms, and omnichannel engagement. The Enterprise Content Management (ECM) department at ABN AMRO is a key horizontal service provider within the bank, offering several critical business capabilities for document storage, retrieval, and archival, while adhering to strict regulation and compliance requirements. The department began using deterministic AI technologies to identify or retrieve information from documents. However, this was effective only for simple documents, while complex documents required further optimization through manual intervention, impacting business process efficiency.
Infosys, one of ABN AMRO’s strategic partners, has a deep knowledge of the bank’s landscape, and proactively suggested several innovative ideas for enterprise modernization. The team developed a scalable, highly compliant, cloud-native AI-powered solution that revolutionized information retrieval from large ECM archives. The scalable digital solution resulted in significant reduction in processing time and costs, while enhancing employee experience.
Infosys has helped us envision our new goal of enterprise wide IDP at scale using GenAI. We are implementing this vision with the help of Infosys Data Scientists, Machine Learning Engineers, AI Engineers and Architects.
Infosys has helped us envision our new goal of
enterprise wide IDP at scale using GenAI. We are implementing this vision with the help of Infosys Data
Scientists, Machine Learning Engineers, AI Engineers and Architects. While bringing this vision to production Infosys plays a pivotal role in bringing the right resources to the table, help steer the process and bring outside expertise in. A deep understanding of how our bank works, which stems from a long-standing partnership, really helps for enterprise-wide adoption of the solution we are building.
Michael PJ Van Den Berg
IT Lead ECM DRIM at ABN AMRO
Key Challenges
ABN AMRO’s ECM archive contains billions of documents, and there are several processes to manage the content.
- Input Management (IM) handles diverse forms of input — such as scanned documents, images, optical character recognition (OCR) documents, and barcodes — while enabling efficient extraction of information from documents.
- Document Record Management (DRM) compliantly archives and manages content; it supports electronic documents, emails, and paper-based files as managed records for effective record keeping.
- Output Management (OM) enables content generation, and customized communications with multi-channel delivery, including alerts and push notifications.
The bank processes had been experiencing several challenges while utilizing its enterprise content. A few of those challenges have been listed below.
- Manual identification and retrieval of historical records was time-consuming, taking several minutes per document.
- Documents needed to be downloaded from the ECM archive, making compliance enforcement difficult.
- Handling complex documents revealed limitations in efficiency and scalability.
- Traditional business processes posed a challenge to maintain the bank’s competitive edge, highlighting the need for greater operational agility.
The Solution
ABN AMRO wanted to automate the identification process so that it became easier to retrieve critical information from complex documents and use that information in several business processes. ECM would be transformed when the bank would be able to process a huge volume of complex documents and build an intelligent archival system to cater to all future needs of the bank, would. At the same time, the bank was keen that the solution should align with its broader business objectives and existing strategic priorities, while delivering measurable value.
The project started with a proof of concept (PoC) to demonstrate business value. The team also showcased the Infosys Document Intelligence platform that is based on open-source technologies. Following the PoC approval, the recommended approach for intelligent document management addressed key customer challenges such as, manual retrieval, compliance risks, and scalability by using a Gen AI-driven framework that was powered by Retrieval-Augmented Generation (RAG). This would eliminate the need to download documents from the ECM archive, drastically reducing retrieval time.
ABN Amro and Infosys leveraged Microsoft Azure’s AI, data, and compute services to implement RAG and build an intelligent solution i.e. ECM AI Layer, that generated more accurate, relevant, and contextually rich responses. A dedicated cross-functional team comprising IT engineers, architects, AI/ML engineers, and data scientists addressed all stakeholder needs. Following an Agile development methodology with bi-weekly sprints ensured iterative delivery and continuous feedback.
The cloud-native platform enabled scalable and secure access to information, improving compliance and operational efficiency.
- Advanced Data Extraction: Leverages RAG to efficiently process semi-structured and unstructured documents, enhancing accuracy and reliability.
- Streamlined Data Retrieval: Creates a query-able document store, making the data retrieval process faster and more efficient.
The AI-powered solution for enterprise content revolutionizes information retrieval from large ECM archives. It reduces processing time significantly since documents do not have to be downloaded. This innovation improves time-to-market and turnaround times, reduces costs, and enhances both employee experience and customer retention, making it a future-ready, compliant solution for enterprise document intelligence.
Benefits
Early Payoffs
Reduction in Processing Time: For a complex use case involving many pages in a document, document information retrieval time has been improved according to the request.
Increase in Employee Productivity: Bank employees can now handle more requests per day.
Immediate Compliance Improvement: Eliminates the need to download documents from the ECM archive, reducing compliance risk.
Enduring Value
Cost Savings: Reduced manual effort and operational overhead across customer service teams. It enables around €64M of potential efficiency saving per annum for the bank.
Faster Time-to-Market: Accelerated service resolution timelines improve customer satisfaction scores.
Scalability: The cloud-native platform supports future expansion to other document types (e.g., regulatory, policy), reducing future integration costs.
Employee Experience: Reduced cognitive load and manual effort lead to improved employee experience for the bank agents.
For a financial institution like ABN AMRO, the integration of digitization, automation, and evolving ECM technologies — such as AI and content-as-a-service — is reshaping operations, enhancing customer engagement, and strengthening competitive advantage. These innovations mark a transformational shift in how the bank handles information and collaborates across its ecosystem.
