Case Study
Overview
The bank automated its end-to-end fraud case handling to ensure rapid response, regulatory compliance, and improved customer experience.
BUSINESS CHALLENGES
- Customers reported fraud requiring immediate action
- Payment Service Regulations mandate same-day refunds for reports before 14:30
- 6,000–7,000 transactions per month needed processing
- High risk of human error in a time-sensitive process
SOLUTION IMPLEMENTED
- Digital Workers process fraud cases across three mainframe systems
- Automated creation of fraud accounts, movement of transactions, reporting, and chargebacks
- Auto-generation and sending of declaration letters
Impact Delivered
18,200
Hours Saved
Saved annually
Full
Compliance
Regulatory compliance (PSR)
Zero
Error Risk
Human error risk eliminated
Faster
Resolution
Improved customer journey