Case Study
Intelligent Automation: RPA and Chatbots for user credential management
ABSTRACT
We developed an automation project for user credential management in Home Banking, integrating the process with a chatbot.
Where: italy
Where: italy
Challenge
Our client, operating in the banking sector, as part of a digitalization plan for services, faced the challenge of relieving the Service Desk from handling requests related to home banking credentials, such as password resets, re-sending access codes, and user lock/unlock. With 20,000 annual tickets, the goal was to speed up response times, improve the user experience, and optimize resources.
Approach
To tackle the challenge, we designed and implemented an RPA solution, integrated with a chatbot deployed by the client for self-service management of requests, that performed credential-related tasks by interacting with internal information systems. The API integration between the chatbot and the robot ensured a seamless and immediate workflow, with automatic email notifications about the outcomes of the requests. The goal was to digitize the process, eliminating inefficiencies and bottlenecks.
Digital Ecosystem
Solution
Digital Ecosystem
The solution provided access to the service via chatbot for user identification and selection of the requested operations. The data was transmitted through APIs to the robotic platform, which automatically performed the necessary tasks. Users received email notifications about the outcomes of their requests, improving the overall process. Thanks to the scalability and reliability of the solution, the client was able to manage over 63,000 requests in a year.
Results
Processing times were reduced to 2 minutes
Immediate access with eliminated waiting times
24/7 digital self-service available
Impacts
Technologies
Intelligent Process Automation (IPA)
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Intelligent automation enhances the human component, transforming work and business interactions.
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