Intelligent Document Processing (IDPP) & OCR Qorus-Infosys Finacle Banking Innovation Awards 2025

RAKBANK’s Intelligent Document Processing Platform (IDPP) is a transformative, AI-driven solution designed to automate the classification, indexing, and storage of customer documents across critical banking journeys such as onboarding, KYC remediation, and service requests. Built entirely in-house using Microsoft Azure’s OpenAI ecosystem, IDPP addresses the long-standing operational challenge of handling high volumes of unstructured documents—where manual workflows often resulted in delays, errors, and inconsistent compliance. The objective was to enhance operational efficiency, reduce turnaround time, improve accuracy, and create a scalable, enterprise-wide solution that strengthens both internal productivity and customer satisfaction. Unlike traditional or semi-automated workflows, IDPP combines OCR, AI search, prompt-based data extraction, and customer knowledge graphs with seamless integration into Finacle. This architecture eliminates dependency on third-party vendors, giving RAKBANK full control over enhancements while ensuring regulatory compliance across all business lines. The project was led by the IT – Application Services Team in close collaboration with business stakeholders across Business Banking, Personal Banking, Wholesale Banking, and Customer Fulfilment. The platform is already delivering strong results: improved onboarding speed, simplified service workflows, and streamlined KYC processes. It has enabled a 50% reduction in manual errors, a 20–25%

Classification: RAKBANK-Internal

improvement in turnaround time for KYC outreach, and automation coverage of over 50% of document re-classification. Beyond productivity gains, the platform has fostered a stronger partnership between IT and business, increased institutional agility, and delivered millions in cost savings by reducing reliance on manual processing, improving accuracy, and minimizing compliance risk—firmly positioning RAKBANK as a leader in intelligent automation and digital operations.