This major bank was struggling to field the numerous requests for account information and records from customers and third par-ties. Response was slow and errors frequent, resulting in dreadful customer satisfaction and huge amount of rework.
At the root of the problem were the siloed nature of data - multiple systems were often needed to service one request - and the aged and very limited-capability systems in use. However, for various reasons, it was not viable to replace or even upgrade these systems in the near term. So LB personnel quickly configured and deployed robots to field the requests, accelerate the ‘searches’ and undertake the composition of the responses, including accuracy checks.The results were spectacular and achieved within weeks: