Customer communication Platform Qorus-Infosys Finacle Banking Innovation Awards 2025- Nominated

Concepts and objectives: Simply technical landscape, improve resilience and reduce running cost Reason behind it: - Through out the years Swedbank has driven a multichannel approach with inconsistent customer experience. - Legacy solutions has been a hinder for keeping pace in development and an unjustified amount of time was spent on maintenance of customized solutions. - Vendors varied between countries and scale of economy was lacking. Sources of inspiration: Internal competence and smart use of Infosys broad network & track record Departments involved: Business areas, IT, UX, Product owners & Infosys as transformation partner Main results so far: The last 12 months has proven to be a success story for Swedbank and our partnership with Infosys. All contact centers in all four home markets was successfully migrated to cloud with the purpose of increasing both stability, enabling new capabilities with shorter time to market as well as lowering our running cost through reduced maintenance need. Not only is the cloud solution used in our contact centers, it has also been an enabler for unifying our branch workforce by routing calls to unutilized resource with the right competence when queues are high. AI as an enabler for improved availability has been a cornerstone in our development and target state. Transcription and call summary through LLM’s in our cloud environment has reduce after contact work for our agents. The decrease in manual efforts for the advisors can now be spent on creating value with our customers in more complex errands. The data also serves as the basis for improving both digital processes and product oriented challenges. Our Virtual assistant is now integrated into our IVR for gained accuracy in routing but also to support customers with both process guidance as well as handling daily banking errands. In addition we have a decrease of IT-tickets with over 90% and enabled the cloud based WFM solution in four countries for improved agent efficiency and strengthened customer availability. Long queues to Contact centers and down time is now a thing of the past. Availability and time spent with our customers is now our reality. All of the efforts have now paved the way for not only being the bank for the many but also a bank for the future.