The Client is a leading financial institution that was looking at optimizing its customer onboarding process. The client’s sales teams, spread across multiple geographies, were responsible for acquiring new Current Account and Savings Account (CASA) customers through a paper-based application process supported by physical documents. These forms were scanned and sent to a central operations team to complete onboarding, a manual process with a high turnaround time (TAT) of approximately ten days.
The inflow of applications was variable and unpredictable, driven by new campaigns and offers, which created ongoing staffing challenges in meeting demand.
Aiwozo deployed AI and machine learning driven agents to automate approximately 90% of the onboarding process.
Capture agents digitized account opening forms at the source, using computer vision and Intelligent Character Recognition (ICR) technology to read scanned forms accurately.
Processing agents auto completed the extracted data within the Core Banking System (CBS), applying the applicable limits and facilities automatically.
Validation agents were deployed at local scanning facilities to verify the validity of supporting documents at the point of capture, minimizing back-and-forth between the operations team and sales representatives.
Key business and operational challenges that limited performance, scalability, and governance before automation was introduced.
