What challenges did bunq face before AI implementation?

Support rapid user growth while maintaining security and GDPR/PCI DSS compliance. Reduce manual document handling in onboarding and support operations. Increase efficiency without compromising output quality or data protection.

What was the impact of the AI solution?

bunq reported tripled user support process efficiency. The bank said onboarding became faster because agents no longer needed to process documents manually. Amazon Bedrock-based outputs were reported at over 90% accuracy while keeping sensitive data inside the virtual private cloud.

Source

bunq: Tripled user support efficiency using Amazon Bedrock on AWS

Use case typeCustomer support automationUpdated Jun 13, 2026

bunq is a digital bank serving more than 11 million users across Europe and operating a banking license in the Netherlands. To support growth and compliance requirements, bunq migrated its infrastructure to AWS and used managed services to simplify operations and scale quickly. The bank adopted Amazon Bedrock for generative AI use cases, including summarizing new user data and removing manual document-processing steps in onboarding and support workflows.

Organization: bunq
Industry: Finance
Location: Netherlands
Published: April 2026

Reported outcomes

90%

accuracyQuality & accuracy

Strategic outcomes

Speed & agilityTripled user support process efficiencySpeed & agilityFaster onboarding without manual document processingRisk & complianceKept sensitive data inside VPCSpeed & agilityNear-instant scaling of infrastructure

Catalog median for quality & accuracy deployments: +90% across 282 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 3

1Customer support automation
2Onboarding automation
3Document summarization

Support rapid user growth while maintaining security and GDPR/PCI DSS compliance.
Reduce manual document handling in onboarding and support operations.
Increase efficiency without compromising output quality or data protection.

bunq migrated its infrastructure to AWS for easier maintenance and near-instant scaling.
It uses AWS Security Hub, AWS Key Management Service, and AWS CloudHSM to support security and key management controls.
bunq uses Amazon Bedrock to summarize new user data with large language models, automating manual processing and accelerating onboarding and user support.

Technologies

Amazon Bedrock AWS Security Hub AWS Key Management Service AWS CloudHSM

bunq reported tripled user support process efficiency.
The bank said onboarding became faster because agents no longer needed to process documents manually.
Amazon Bedrock-based outputs were reported at over 90% accuracy while keeping sensitive data inside the virtual private cloud.

Architecture

The article says bunq runs on AWS managed services, uses Amazon Bedrock for generative AI summarization of new user data, and relies on AWS Security Hub, AWS Key Management Service, and AWS CloudHSM for compliance and key management. The data remains inside the AWS virtual private cloud.

Sources & evidence1

Groundedness: 5/5

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

Explore related AI use cases

Customer evidence