AROPIS: ML-Driven Transformation for Proactive Management of Banking Operational Devices Qorus-Infosys Finacle Banking Innovation Awards 2025 - Winner

The rapid growth of banking transactions and digitalization has increased customer expectations for speed and reliability. With 1,264 branches and over 19,543 ATMs, CRMs, along with hundreds of thousands of EDC machines serving 33 million customers, BCA faces operational challenges such as cash replenishment delays, downtime, and inefficient stock management. Traditional reactive methods are no longer sufficient, prompting the need for a proactive, data-driven system to optimize operations.

To address these issues, BCA developed AROPIS (Artificial Operations Intelligence System) an in-house machine learning initiative that integrates predictive analytics across ATMs, CRMs, EDCs, STAR Teller machines, and debit card services. AROPIS combines forecasting, stock management, and maintenance planning into a single, unified system. This solution was built collaboratively by data scientists, domain experts, and service operations teams to transform manual, reactive processes into proactive, automated ones. AROPIS enhances decision-making, reduces manual effort, and improves operational efficiency. Despite challenges like transitioning legacy processes, maintaining consistent model performance, and addressing data quality issues, AROPIS has delivered measurable results. Emergency CRM replenishment orders decreased by 15%, downtime caused by full cash cassettes dropped by 30%, and merchant requests for EDC thermal paper reduced by 15%. Proactive delivery systems for debit cards and EDC thermal paper helped prevent stock shortages, while optimized scheduling reduced transaction losses and enhanced customer satisfaction.

AROPIS reflects BCA’s core values of Customer Focus and Continuous Pursuit of Excellence by embedding machine learning into day-to-day operations to deliver more reliable, efficient, and proactive services. More than a technological solution, AROPIS represents a strategic shift toward anticipating operational needs before they arise. It’s strengthening BCA’s ability to consistently meet evolving customer expectations with agility and innovation.