Blue Prism helped Alfa-Bank to reduce time of processing of requests from 3 minutes to 2 seconds

2020: Implementation of Digital labor power

On June 22, 2020 it became known that Alfa-Bank developed and implemented Digital labor power (Digital Workforce) which reduced time of processing of requests of clients from 3 minutes to 2 seconds, and thus allowed to cope with the flow of requests which sharply increased for the last month.

Digital labor power (Digital Workforce) of Blue Prism gave to bank the chance to provide big operational efficiency, higher accuracy and to considerably reduce time of processing of client requests.

Each request means itself change of conditions for each specific client. Requests arrive through two channels – contact centers and bank departments. The staff of department or contact center, receiving the application from the client, fill out information on the special portal: only 6 obligatory attributes are entered. Daley of the client from whom the request arrived check according to lists of compliance to conditions of participation in the program. At this stage Digital labor power which checks these requests for compliance to parameters 90 times faster than the person is connected, and already next day sends to the client the notification on that, changes are approved or not. In case of the positive solution, changes begin to be applied in the same day. Thus, participates in processing of a request of people only on an input – requests accept more than 4,000 employees of contact center and bank departments.

The number of requests from the moment of the beginning of a pandemic grew very much considerably that became absolute other experience for bank: quickly it was required to process large volume of incoming requests as fast as possible. But rapid development and implementation of technology of process automation allowed bank to react quickly to the developed realities of economy and to provide the previous high level of customer service.

Anastasia Izykova, head of department of increase in efficiency of Alfa-Bank:

On processing of requests at such speed and in such quantity, we would need in addition about 30 people. But, first, we could not find and employ so quickly such number of employees, and secondly, they would be to our business 10 times more expensive, than automation of this process which we in only one week performed on the Blue Prism platform. Besides, Digital workers with guarantee do not make mistakes that minimizes risks, allow to develop processes entirely in scales of the organization and have high potential in return of investments.

Tony Dzhi, area director of Blue Prism Russia:

Blue Prism is glad to an opportunity to cooperate with Alfa-Bank to help them to cope with the changes connected with economic country situation both in the world and with the high competition in the banking market of Russia by means of Digital labor power. We hope for further assistance to Alfa-Bank in implementation of future initiatives and the solution of the arising tasks.

More than 2.5 years the Competence center of bank works with Blue Prism technologies, gradually integrating artificial intelligence (AI) and automating tens of crucial processes covering a set of business functions including banking activities, compliance to regulatory requirements, customer service and technical support service. The platform and the license provided to Blue Prism allows to develop, implement and rebuild algoritmizirovanny processes.