Digital Twins in a Digital World Qorus-Infosys Finacle Banking Innovation Awards 2024

Concept Digital Twins using Process Automation technologies accelerates the pace of automation required for an 'always on' Digital World by tapping into the long tail of IT automation and bringing service delivery close to client in real time through multiple channels.

Case for Change Digital platforms require automation of interaction and events with clients. Customer expectations in an ever-growing digital world are that these automated interactions are made available in a short space of time. Enter Process Automation technologies like RPA, OCR, Digital Documents, Gen AI, Workflow and Orchestration to tap into the long tail of IT automation with low code and no code options that accelerate the pace of automation, meeting ever growing client expectations.

Competitive landscape Process automation has been adopted across financial services institutions in South Africa. Most of the technologies exist in isolation from one another. RMB has brought these technologies together in a unique Center of Excellence that can not only accelerate automation but manage multiple digital twins across various technologies.

Sources of Inspiration Covid 19 inspired us to accelerate the concept of Digital Twins to assist the human work force with routine, repetitive work freeing them up to make sense of digital insights and focus on more Client Interactions.

Departments Involved • Engineering • All Functional Areas in the Bank

Main Results so far • Large scale automation across multiple business lines with over 250 Digital Twins generating over 350 000 man hours of productivity in a year. • Shifted turn- around times by more than 20% across critical product lines.