How N26 Uses Claude on AWS Bedrock to Automate 70% of Customer Operations

N26 is a European digital bank operating across 24 markets with a customer base in the millions. As the bank scaled, document-heavy customer service workflows — including chargeback processing, multilingual support, and complaint handling — created operational bottlenecks that manual review could not keep pace with.

The bank needed an AI solution capable of handling complex document classification, information extraction, and multilingual translation across its European footprint, while meeting strict financial services compliance requirements. N26 selected Claude accessed via Amazon Bedrock, enabling deployment within their existing AWS infrastructure and satisfying data residency requirements.

N26 built and deployed 15+ internal AI use cases within the first year — a fivefold increase in active AI initiatives. Use cases span chargeback document processing, multilingual customer conversation analysis, trend identification across support interactions, and automated summarisation of complex cases.

The operational results are significant: up to 70% of tasks in targeted processes are now automated, manual processing has been reduced by up to 50%, and the time from new use case ideation to evaluation has compressed to just 1–2 weeks.

N26 now operates AI as a core layer of its customer operations stack, with Claude handling the document intelligence and language complexity that human agents previously spent hours on daily.