AI at Rabobank
As a cooperative bank, we use technology in a way that reflects who we are: thoughtful, human-centered, and focused on creating value for our customers, members, and society. AI helps us serve customers better, support our employees, and identify risks earlier. We use AI, for example, to make processes more efficient, provide faster access to information, and strengthen our efforts to detect financial and economic crime. This creates more time for meaningful customer interactions and enhances the quality of our services. By doing so, we can use technology responsibly, in line with our mission: Growing a Better World Together.
AI in practice
Rabobank continuously explores new AI developments and gradually applies them in practice. Today, AI is used across a wide range of activities, from customer service to fraud detection and risk assessment.
More time for customer interactions
Employees increasingly use generative AI tools such as Microsoft 365 Copilot to support daily tasks, including summarizing information, preparing documents, and finding relevant knowledge more quickly. This allows colleagues to spend more time on personal interactions with customers.
Within our technology and engineering teams, AI tools such as GitHub Copilot also support software development and innovation.
Faster insights, stronger protection
AI plays an important role in detecting financial and economic crime. By making analyses more efficient, potential risks can be identified sooner and action can be taken quicker. This way, AI helps protect customers, the bank, and society.
When developing and implementing AI systems, we place a strong emphasis on fairness and reliability.
We assess models for potential bias, monitor the quality of outcomes, and ensure that people remain responsible for important decisions.
Developing AI skills
AI is fundamentally changing the way we work. Developing AI skills is therefore essential to becoming a future-ready organisation. Through the dedicated You&AI programme, we enable leaders and employees to develop the right skills to apply AI effectively, responsibly, and with real impact. Being prepared to work with AI also requires strong human capabilities. Skills such as curiosity, adaptability, continuous learning, and professional judgement are essential to use AI responsibly.
Responsible use of AI
At Rabobank, we believe AI must be used safely, responsibly, and transparently. Before using an AI system, we assess its risks and potential impact. We also ensure it complies with applicable laws and regulations, including the European Union AI Act, and handle data and customer information with great care.
This approach helps us ensure that AI delivers value while remaining secure, reliable, and transparent. Human oversight is essential. AI supports employees in their work, but it does not replace their responsibility or professional judgement.
AI strategy and innovation
To ensure a consistent and responsible approach to AI, a central AI committee provides direction for the bank’s AI strategy, development, and adoption.
The AI Committee reviews important AI developments, risks, and decisions together with the Chief Operating Officer (COO). This helps ensure AI is used responsibly and that important decisions are made by the right people. For example, before a new AI application is introduced more broadly, we assess its impact and determine what safeguards, controls, and responsibilities are needed.
Within Rabobank, the Agentic AI Hub was established to explore how agentic AI can support software development. The Hub brings together expertise, technology, and practical experience, enabling us to develop, test, and scale new AI applications more quickly. It plays an important role in accelerating AI adoption across Rabobank and making innovative solutions available to employees and customers faster.
