Revolutionizing Customer Experience with TruBot’s Intelligent Automation

 The client is one of the key players in the Indian banking industry, recognized for its robust performance, innovation-driven mindset, and strong customer orientation. With a well-established footprint across Asia Pacific, Europe, and North America, the bank serves as a financial lifeline for millions of individuals and enterprises alike.

The Challenge: Fragmented Customer Touchpoints

Every day, thousands of customers walked into the bank’s branches across the country—each interaction triggering a series of backend processes. But the branch wasn’t the only touchpoint. At any given moment, the bank’s systems were also receiving customer requests through its call centers and digital banking platforms, including online and mobile banking.

Each of these channels—though critical to the bank’s omnichannel strategy—was generating individual swipe-in and swipe-out requests. The volume of data being captured was immense, and yet, the absence of automation meant that many of these requests were processed in silos. The result? A rising tide of inefficiencies. Customer service teams were stretched thin trying to reconcile data across systems. Duplicate entries led to confusion in transaction tracking. And with every manual handoff, the risk of error crept higher.

These challenges were felt most acutely by the bank’s Chief Information Officer (CIO), who faced mounting pressure to streamline operations while ensuring the security and integrity of customer data. For a bank of this scale—operating across continents with millions of customer touchpoints—the need for a unified, automated approach wasn’t just important. It had become mission-critical.

The Solution: TruBot-Powered Automation

Recognizing the need for a radical change, the bank undertook major initiatives at every level to digitally transform its core operational processes. Datamatics’ team of experts began by conducting a feasibility study to assess the bank’s readiness for automation, laying the foundation for a seamless transition. From this assessment, a well-orchestrated strategy was developed, guiding the implementation of TruBot, Datamatics’ AI-enabled, proprietary Robotic Process Automation (RPA) solution.

To ensure the process was error-proof and could seamlessly integrate with the bank’s existing infrastructure, Datamatics designed an intuitive web interface to capture all incoming customer requests. This interface was then directly linked to the bank's unified desktop system, available across branches, contact centers, and the central processing center (CPC). With this setup, TruBot was able to autonomously capture customer data entered physically by the bank’s representatives and process requests in real-time—eliminating human error and drastically reducing manual touchpoints.

This digital shift empowered the bank to handle a multitude of customer interactions simultaneously, ensuring a faster, more accurate, and cost-effective customer onboarding experience.