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bunq, Europe's second-largest neobank, built Finn, an AI assistant using Amazon Bedrock and Anthropic's Claude models, to handle customer support at scale. The system evolved from a router-based architecture to a multi-agent orchestrator pattern where primary agents can dynamically invoke specialized agents as tools. This approach now handles 97% of support interactions with 82% fully automated, achieving 47-second average response times across 38 languages. The solution uses AWS services including Amazon ECS for orchestration, DynamoDB for agent memory, and OpenSearch Serverless for RAG capabilities, enabling bunq to become Europe's first AI-powered bank.

How bunq handles 97% of support with Amazon Bedrock

Building a multi-agent implementation with Amazon Bedrock