About
Thank to appropriate application of automation tools, the Robot Ro (RPA) has become a member of the Back office teams and solves tasks faster and together with (human) workers.
Innovation presentation
Reasons behind & inspiration: Based on our implementation experience, we continue to perceive robots as an automation tool for increasing efficiency. In the innovation project, we have therefore focused on increasing this potential by combining robotic and human processing. Our intention was to establish robots as an integral part of the back office (BO) teams and to encourage the trust of our employees in their contribution. From product point of view, we focused on changes in the electronic banking.
Concept and objectives: We automated processing of selected client requests related to accounts and electronic banking. Robot is making changes together with people from 4 BO teams. Tasks are orchestrated automatically between robots and BO workers using Business Automation Workflow based on the type of request. Tasks requiring human activity are distributed for processing to one or more BO workers.
Main results: Thanks to this innovation, we have raised the level of automation to the next level. By implementing robots, we smartly combined different technologies, allowing us to orchestrate the assignment of tasks between robot and staff to save client time and speed up client request`s processing. This enables our employees to solve more sophisticated tasks with higher added value. During the pilot operation Robot successfully processed 800 requests and demonstrated its reliability.
How it works: The detailed process is shown in the picture and video attached
Uniqueness of the project
It is known on the Czech banking market that ČSOB is ready to invest into the newest technologies and this innovation is proving our approach. We combined technologies in a single process, and based on this collaboration we are able to make the required changes faster and more effectively for our clients.
