How can a business with plenty of human workers cut out human error?

The Challenge

One of the largest banks in Ireland has over 75 branches and call centers across Ireland and looks after the banking needs of more than a million people.

However, some laborious manual processes were compromising the bank’s ability to look after those million plus customers with absolute efficiency.

These manual processes were prevalent at different points along what the bank called its “service journeys”.

For the bank, a service journey is something a client does at a bank branch. For example, a customer coming in to change their address by submitting supporting documentation. The bank counted they have 230 service journeys and most of these required manual processing. This was both time consuming and prone to human error.

They set out to automate around 20 service journeys with the highest usage volumes. The goal was to save bank operators time and increase the quality of the data that enters the core banking systems. This would then pave the way for automating other service journeys at a later stage.

Approach

By applying our Intelligent Automation approach, we set out to deliver against two specific goals. The first was to change the way the bank looked at each service journey. Using process mining, we built a prototype dashboard showing service journeys from data-driven and value-based perspectives. This highlighted which journeys could be automated and the impact that would have on the business.

The second was to incorporate intelligent document processing to automatically enter unstructured data into core systems. This would give the bank a much richer seam of information in the future – especially when more of the customer journeys followed the same path.

Our impact

We provided a bespoke Intelligent Automation solution design to meet its strategic business objectives. We also provided the tools, processes, approaches, and techniques for the organization to fully or partially automate a wider range of service journeys.

Via the dashboard, the bank now has the ability to continuously assess opportunities for further automation. It can prioritize which service journeys to automate next and assess the impact of those they have already automated to be able to demonstrate how the process is adding value to the business.

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