Automating ATM dispute resolution with Robotic Process Automation (RPA)
Overview
Automating ATM dispute resolution with RPA can be a highly effective way for banks to improve the efficiency and accuracy of their dispute resolution process.
Challenges
The client was facing customer dissatisfaction because of delay in handling ATM disputes.
Furthermore, the client wanted to automate its customer service request process, which included adding names and addresses that had previously been done manually and caused multiple errors.
The bank used to take minimum 3-4 days to handle its ATM disputes due to which they had to pay heavy penalties and also resulted in loss of customers.
Solution
RPA Unicorn Developed a bot using robotic process automation tool, Automation Anywhere, to automate the entire process of handling ATM disputes.
Bot gathers data from multiple systems coming from multiple banks and analyzes it to determine the legitimacy of a customer’s dispute.
It also checks whether a bank’s balance tally and withdrawal amounts match, and ascertains whether a complaint is valid.
In the event that it determines that there has been a mistake, Bot returns the correct amount to the customer through the core banking system.
Impact
