Results

At the start of the project, the bank’s team chose online limit change as the first process to be automated. This online service enables customers to temporarily or permanently adjust their limit for online transfers to their individual needs. Prior to the deployment of RPA, each change was recorded manually within the regular bank working hours. The clear set of rules and structures made the process behind this service the ideal candidate for automation. RPA took over the processing of requests in the areas of domestic online limit and foreign limit, both via online banking or app. With resounding success. As a rule, inquiries are processed on a case-by-case basis – in other words, the automation rate of the processes handled by RPA is almost 100 percent.

On the one hand, this relieves the employees enormously, since manual data entry is no longer necessary. On the other hand, the use of RPA improves the service level, as the service is now available daily from 6 a.m. to 9 p.m. in the case of BBBank – even on weekends and public holidays. The customer is promptly notified of the limit change or of any incorrect entry (incorrect account number, implausible date).