Rosbank measured the effectiveness of the use of robots in business processes

2024: Measuring the effectiveness of robots in business processes

Rosbank was able to improve operational efficiency and customer service using robots that were created to perform routine tasks instead of ordinary employees. Such information was shared with TAdviser by representatives of Rosbank on January 25, 2024.

source = Official Telegram channel of Rosbank

According to them, the effectiveness of digital assistants in the bank was assessed during 2023 and came to the conclusion that due to the fact that more than 10 robots help Rosbank employees every day, "the bank's operations have become orderly and accelerated."

As it was revealed, in 2023 alone, one of the full-time employees performed an average of 1,420 operations per month using these robots. Without their support and targeted automation, each operation could take an average of 15 to 40 minutes and require additional hiring.

For example, the robot "Lawrence" reduced the response time to requests from government agencies by 20 minutes, while increasing the overall efficiency on the 50%. Meanwhile, a robot under the name "Vera Spravkina" accelerated the preparation of customer certificates from the bank for one working day, which, according to Rosbank estimates, led to a 40% increase in work efficiency.

In turn, the Robot Authorizer for the Rosbank Dom branch plays an important role in automating data coordination between Rosbank's IBSO system and transaction parameters in paper client loan agreements. This robot, as noted in the bank, has a high success rate (more than 98%) and performs its tasks in just three minutes.

In addition, the SPDasha robot improved the verification of certificates of confirming operations within the framework of currency control requirements by 40%, while the GennadyGTDshkin robot improved the verification of declarations for goods with an increase in efficiency to 80%.

Other currency control robots introduced in Rosbank also made a significant contribution to increasing overall operating efficiency - by about 40%, bank representatives shared.

As they added, the Golubev robot is of particular importance, which is responsible for preparing client information messages from the currency control department and ensures timely notification of customers with a 70% increase in efficiency. And Nadezhda Stavkina gives flexibility and speed in setting rates and conditions in the bank's information systems, which leads to a decrease in the number of human errors and an increase in efficiency by 70%.

"The use of RPA technology has revolutionized the way we operate and serve our customers," said Zinaida Yastrebtseva, Director of IT Operations and Processing Platforms at Rosbank. - Our digital assistants not only simplified many processes, but also significantly increased the efficiency of various departments. We believe that by implementing advanced technology solutions like this, we can continue to deliver services to customers faster and more efficiently. "

2023: Transition to the Russian process robotization system

Rosbank abandoned the foreign RPA platform and switched to the Russian process robotization system. The credit institution announced this on February 14, 2023.

Previously, Rosbank used the solution UiPath (more). here He has now chosen the company's Sherpa RPA platform. "Sherpa Robotics" The Russian platform provides the client with a complete set of hyperautomatization tools: from orchestrator to - Process Discovery process definition, comparison and analysis; from intelligent document recognition to smart creation, Sherpa RPA's chat boats project manager said. Ksenia Doroshenko

Rosbank switched to the Russian RPA system

The decision to migrate to the domestic platform was made by Rosbank in response to the first package of sanctions, when the bank needed to find a quick and financially effective solution, the bank's press service said. The migration was completed in November 2022 and was considered successful: the bank achieved a return on investment of 37% in 2022 and a combined return on investment of 64% for the period 2020-2022.

In addition to customer service processes, robotic bank employees also perform a number of internal tasks, such as financial monitoring, preparing data for decision-making and processing bank statements. During 2022, the bank's digital employees processed more than 250,000 requests from government agencies and sent customers more than 15,000 reports and notifications.

Rosbank plans to continue developing its robotic employees, including a decentralized development pilot project that will allow any bank employee to create their own digital assistant. The bank is confident that the domestic platform will provide a more flexible approach to tasks and their implementation.^[1]

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