UMa Instant Intelligence - Automatic Detection System Qorus-Infosys Finacle Banking Innovation Awards 2024

[Concept and Objectives] Taipei Fubon Bank has developed the UMa Instant Intelligence Service to transform the way business units engage with customers. This innovative system leverages data-driven decision-making by automating customer behavior analysis and delivering near real-time notifications to users' mobile devices. The primary goal is to enhance the efficiency and precision of customer communications, addressing the operational pain points of Product Managers (PMs) and Relationship Managers (RMs). By utilizing sophisticated AI models, UMa Instant provides personalized insights into customer behavior, enabling PMs and RMs to quickly identify and act on business opportunities.

[Resaons Behind] The service was inspired by the need to modernize customer engagement processes and stay competitive in an increasingly data-centric market. UMa Instant breaks away from traditional methods by offering dynamic, personalized detection mechanisms instead of relying on fixed parameters. For example, it tailors customer lists based on individual behavior patterns and predictive analytics, allowing for more accurate and timely engagement. This shift not only improves the quality of customer interactions but also significantly reduces the time and effort required to generate actionable insights.

[Departments Involved] Departments across Taipei Fubon Bank, including Data Science, IT, Marketing, and Customer Relationship Management, collaborated on this project to ensure a comprehensive integration of data analytics with customer service operations. The result is a system that not only automates the detection process but also enhances user experience by providing clear, actionable data through a user-friendly mobile interface. Since its launch, UMa Instant has improved internal efficiency, reduced communication costs, and increased customer satisfaction by ensuring that business units can swiftly respond to changes in customer behavior.

[Main Results so far] UMa Instant’s impact is further amplified by its ability to integrate with the bank's automated marketing platform, enabling seamless communication and the creation of multi-stage customer journeys. Users can easily export lists and design personalized marketing strategies, fostering stronger customer relationships. Overall, UMa Instant Intelligence represents a significant leap forward in how Taipei Fubon Bank leverages data to enhance customer experience and operational efficiency.