Customer disputes and risks? Robots to the rescue
The pandemic severely challenged Olivia Wilson, a Senior Vice President at an American banking giant. With customers shifting to online transactions and rising cases of fraud, her risk teams faced an unmanageable number of disputes with pandemic-era regulations mandating drastic reductions in case resolution times. This case details how robotic process automation (RPA) not only helped Olivia side-step the financial and reputational implications of regulatory non-compliance, but also gain a promotion at the bank.