The power of RPA: Finastra’s road to seamless customer experiences


Everyone knows the purgatory of a long hold when making calls to their bank.

By partnering with UiPath Inc., Finastra Group Holdings Ltd. aims to service customers with automation that makes their experience fast, error-free and painless.

“We came from a culture of just being all paper and call us, for 20-plus years. To go … to self-serve online was a huge transformation journey,” said Zainab Abbas (pictured, right), the operational excellence and intelligent process automation specialist at Finastra. “Embracing change is second nature to Finastra.”

Abbas and Brad Beumer (left), senior director of CX and contact center automation lead at UiPath, spoke with theCUBE industry analysts Lisa Martin and Dave Vellante at the UiPath FORWARD event, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed the impact of robotic process automation on financial services and the complexity of customer personalization. (* Disclosure below.)

Analyzing the customer experience

Finastra’s partnership with UiPath has succeeded in giving customers a “seamless experience,” according to Abbas. She estimates that Finastra has reduced its manual workload and number of calls by 50%.

“AI and automation can really help in taking a lot of that work off of the agent’s plate, by automating into those systems, creating that single view …  that gives them everything that they need to know about that customer,” Buemer said.

Finastra is using UiPath’s technology to create a “six-to-one” ratio of conversion. Every six applications agents use can be replaced with one UiPath tool that allows them to do the same tasks on one screen.

“Great employee experience will lead to great customer experiences,” said Beumer, who champions AI’s ability to personalize the customer experience. “[With AI] You get this holistic view of the tone, how your quality of service … is for that particular customer across all your channels, across all your interactions.”

Finastra plans to explore tools such as voice and speech analytics to further personalize customer interactions.

“RPA was just the foundation,” said Abbas. “To tailor that experience, we’ll just take our customer satisfaction that top-notch up.”

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of the UiPath FORWARD event:

(* Disclosure: Finastra Group Holdings Ltd. sponsored this segment of theCUBE. Neither Finastra nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)


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