Brains and Bots: Turning a manual repayment flows into a seamless digital process Qorus-Infosys Finacle Banking Innovation Awards 2025
Submitted by
Postbank Bulgaria
Postbank, legally named Eurobank Bulgaria AD is a member of Eurobank Group, and is the fourth biggest bank in Bulgaria in terms of assets, having a considerable client base of individuals, companies and institutions. Postbank is a decisive factor in digital banking innovations and occupies a strategic position in retail...
BulgariaCategory
Predictive, Generative, and Agentic AI InnovationKeyword
AI & Generative AI, Transformation, Payments, Automation
Innovation presentation
Concept & Objectives This project digitizes and automates the manual repayment order process in Postbank’s Loan Administration unit by combining AI-based data extraction with RPA-based execution. It turns unstructured incoming emails into structured repayment orders, which are processed automatically and securely.
Objectives: Eliminate manual processing of repayment instructions Minimize risk and error in retail credit repayment execution Standardize unstructured communication into actionable data Ensure auditability, control, and regulatory compliance Enable scalable operations without increasing FTE
Main Results So Far: ✅ 7,000+ emails/month now processed digitally ✅ 95% registry structure applied for robot readiness ✅ Full integration with core banking system via automated execution ✅ Error rate significantly reduced thanks to AI pre-validation ✅ Turnaround time improved by over 60% ✅ Manual effort reduced drastically — staff now focused on escalations and exceptions ✅ Process designed to scale to additional use cases in Loan Admin & beyond
Postbank’s AI & RPA-powered credit repayment process is a benchmark in intelligent automation. It redefines how banks can transform semi-structured communication into controlled, scalable, and audit-ready workflows — all while enhancing productivity and risk management.
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