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February 15, 2018updated 16 Feb 2018 10:49am

Mashreq Bank adopts Blue Prism’s Digital Workforce to enhance customer satisfaction

Mashreq, a UAE-based bank, has selected Blue Prism’s robotic process automation (RPA) software platform Digital Workforce to increase productivity and improve processing time for its customer services.

Blue Prism will help the bank to integrate artificial intelligence (AI) and automate numerous processes across multiple business functions, including banking operations, compliance, customer care and their technology help desk.

Mashreq Bank group head of operations and technology Sandeep Chouhan said: “We are harnessing the power of Robotic Process Automation (RPA) to create customer-centric solutions that can help us deliver on the promise we have made to our customers—to enrich their banking and financial experiences through innovation.

“The efficiencies and improvements enabled by Blue Prism’s Digital Workforce Operating System cut across numerous departments and enable us to be more responsive and agile as an organisation. After evaluating several RPA offerings, we selected Blue Prism because it was the most scalable, secure and compliant solution available.”

Blue Prism said that the automation has helped the bank to process more than 150,000 secure and error free transactions per day.

Deployment of Blue Prism has improved the bank’s issue turnaround time (TAT) by 65% on manual processes besides slashing customer complaints by 90%.

Furthermore, the automated process has boosted individual branch productivity by 60% while human worker costs have reduced by about 87%.

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