Intelligent Automation Implementation at ABANCA

This document is a case study detailing ABANCA's implementation of intelligent automation and generative AI to enhance customer experience and operational efficiency in the banking sector. ABANCA, a Spanish retail bank, has focused on digital transformation to provide personalized services and improve response times to customer inquiries. The case study outlines the challenges faced by ABANCA, particularly the time-consuming process of handling unstructured data from customer documentation. To address this, ABANCA adopted a combination of intelligent automation and generative AI technologies from SS&C Blue Prism. The digital workers manage incoming emails, validate documents, and extract data, significantly reducing the workload on human agents. The results include a 60% faster response time to customer inquiries, improved operational efficiency, and enhanced employee productivity. Additionally, the initiative has led to substantial cost savings and increased job satisfaction among employees, allowing them to focus on more value-added tasks. The case study highlights the transformative impact of automation on ABANCA's services.