Customers must physically go to the bank for data updates
The massive spread of the COVID-19 virus has reduced the number of people making physical contact with bank agents. Banks now have to adopt more digital services and solutions to continue serving their customers.
When a customer sends the bank their Identity Document, the automation uses a combination of OCR, NLP, and RPA to process the email, read the Identity Document regardless of format, and checks for differences with existing information stored in the CRM.
This process was already in the pipeline however given the context of COVID-19, the CoE changed the priority for this specific implementation.