Driving Operational Agility in Banking with Intelligent Automation

The client is one of the Big Four private sector banks in India, renowned for its expansive network, cutting-edge digital banking initiatives, and a steadfast commitment to delivering customer-centric financial services. With a strong presence in both domestic and international markets, the bank serves millions of retail and corporate customers, offering a broad spectrum of services ranging from personal banking and wealth management to complex cross-border remittance solutions.

The Challenge: Limited Operational Visibility

As global remittance volumes surged, the bank found itself grappling with a growing operational burden. Each incoming request—often tied to time-sensitive commitments—had to be processed and fulfilled within a strict 48-hour turnaround window. Yet the bank’s processing model relied heavily on manual effort, particularly for extracting and validating remittance details received via email and Swift messages.

This manual dependency created significant bottlenecks. Response times to customer queries lagged, exceptions piled up, and the pressure on operations staff intensified. More critically, the delays began to impact customer satisfaction—an area where the bank had traditionally set high benchmarks.

For the Chief Information Officer (CIO), the risks were clear and urgent: the lack of automation posed a threat not just to service-level compliance, but to the bank’s reputation for reliability in international banking. Manual processing also introduced potential compliance vulnerabilities, limited scalability, and hindered visibility into end-to-end performance metrics.

The bank needed a solution that could address these pain points holistically—accelerate processing, ensure accuracy, and preserve the trust of its global customer base.

The Solution: TruBot & TruAI Core Integration

To overcome the operational strain and restore agility, the bank partnered with Datamatics to implement a robust, end-to-end automation solution powered by its proprietary tools—TruBot, an advanced Robotic Process Automation (RPA) platform, and TruAI, its AI-driven cognitive engine.

The solution was designed to intelligently read, interpret, and respond to a high volume of incoming email queries related to international remittances. TruAI enabled the system to understand unstructured content, extract relevant data, and apply business logic to categorize and route queries efficiently.

In parallel, TruBot was deployed to handle a range of repetitive and time-consuming tasks with speed and precision. This included document validation, fetching and cross-verifying remittance details from the bank’s core systems, and integrating with the wire transfer mechanism to trigger transactions. Additionally, the automation layer ensured that customers were proactively informed about the real-time status of their remittances, significantly improving transparency and satisfaction.

By combining AI and RPA, Datamatics delivered a seamless, scalable solution that transformed the bank’s remittance operations from reactive to real-time—laying the foundation for a future-ready, digital-first banking experience.