Challenges

The main aim was to process the SRs within the agreed SLA by reducing the processing time. Extracting accounts and securities statements from the reporting application consumed a major portion of the average handling time. After extraction, statements were generated and send via email. This process had a high level of human error which resulted in low operation quality, longer lead times and high backlog volumes.

Solution

The bot implemented download the statements from the reporting application. Once the required documents are downloaded, it generate the statements, uploads these onto a FTP folder and triggered an email notification to the appropriate recipients with the statements as attachment and also to update the status.