Automation for scale: Leading Irish bank improves user satisfaction with automated issue resolution
The client, one of the ‘Big Four’ commercial banks in Ireland, was grappling with erroneous transactions and the lack of an intuitive incident resolution process. This was adversely affecting customer as well as employee experience. Manual processes increased the risk of data errors, leading to long wait times for transactions or salary credits. Internally, the bank’s systems and processes posed serious challenges for business users, IT governance, and support engineers too. As support staff was not available 24/7, escalations often did not happen in time, creating SLA breaches. Further, the entire process was not auditable which meant greater supervision and increased cost.
Infosys designed a solution for the client using Infosys AI platform. The automation solution de-risked payments by eliminating manual intervention, ensured end-to end security, enabled 100% SLA adherence, and reduced customer churn by ~0.1%.