AI Supported New Generation Internal Demand Management System Qorus-Infosys Finacle Banking Innovation Awards 2024

Demand management systems are critical in the banking sector, both in terms of customer-bank relations and in-house bank activities. In the banking sector, where legislation and regulations are very strict, activities must be carried out without errors. According to the banking law, activities are subject to multi-stage and complex evaluation processes. In this context, methods such as free-format text correspondence, e-mail correspondence, telephone, etc. are quite common in customer and internal communication. As a result;

• The need for manual effort increases for the processes to proceed smoothly.

• Since the demands and complaints sent through the demand management system concern different processes, the problem cannot be solved at once.

• Whenever complex demands sent through the demand management system cannot be solved through the "helpdesk" system, they are resolved outside the system by phone, e-mail, etc. channels. In this case, the possibility of tracking the data to improve the process is eliminated. Every demand management system that does not function properly increases operational risk as it is open to errors that may cause financial loss for the bank.

• As a result of the demand management system that cannot be optimized, the need for extra effort arises and causes inefficient use of resources.

Vakıf Katılım uses the Atlassian Jira Request Management system to track work between internal teams. Through this system, users can open requests for their problems/requests and track many pieces of information such as the path the opened request took until it was resolved, comments, and information about the teams/units it went to from the moment the record was first opened until it was resolved. These requests opened by users are not always opened in the correct category, and it takes time for the request to reach the relevant unit, which delays the solution of the request. Failure to open requests to the appropriate unit leads to loss of performance and efficiency.

The developed model, it is aimed to eliminate the problems encountered in workflow processes and increase efficiency by developing a language understanding model using the records of requests (demand management system) kept within Vakıf Katılım and frequently used in operational processes.

As a result of the developments, a model with 75% accuracy was developed and improvement work on the model is ongoing. At the end of the project, it is aimed to transform the model results into reports that will produce value. The developed model aims to shorten the response times of the requests in the demand management system, reduce operational loads, and increase internal customer satisfaction. It is planned to use the developed model in other internal banking processes.