Power User Duo: Proactive & Reactive AI for Migration Clarity Qorus-Infosys Finacle Banking Innovation Awards 2025

The Challenge: A Landmark Three-Bank Integration Successfully executing a three-bank merger is a monumental undertaking. For MBH Bank, this landmark integration required a strategic focus on our most valuable asset: our people. Our primary objective was ensuring absolute clarity and operational continuity for our 7,000+ frontline staff, who needed to navigate a high volume of complex information daily.

The Foundation: Our Culture of Grassroots Innovation The solution didn't come from a top-down mandate; it grew from a culture we have been carefully cultivating. Our Qorus-recognized Power User community (3rd Place, 2024 Future of the Workforce Award) is our internal movement to inspire colleagues, not just to use AI, but to become creators. It's a space where they learn from and support each other in applying technology to solve real-world business problems. This culture of grassroots innovation became the launchpad for our solution.

The Solution: A Dual AI System, Born from the Frontline: From this community, two leaders stepped forward, each tackling a different side of the communication challenge from within their own domain.

- The Proactive Writer: The leader of "Infotár," our central branch knowledge platform, pioneered a way to bring clarity to the source. He and his team developed a powerful GenAI methodology to transform dense, expert-level announcements into simple, standardized messages. His team’s journey of manual experimentation, which led to this Lego-like methodology, was later industrialized into a fully automated Microsoft Copilot Agent.

- The Reactive Assistant: Simultaneously, the leader of Branch Support and our "SZIV" hotline envisioned a way to provide instant, on-demand help. His concept was the "SZIV" Smart Assistant, a specialized RAG-powered chatbot trained to provide trusted, "shame-free" answers to any migration-related question, 24/7.

Together, these two employee-born solutions form a holistic communication ecosystem. We call it The Power User Playbook. It represents a new, human-centered model for managing large-scale transformation. It’s a story of how an investment in people and a culture of empowerment can lead to powerful, business-critical innovation. The profound impact of this dual approach, both in quantitative metrics and qualitative feedback, is detailed in the sections that follow.