Case Studies, Cognitive Intelligence

Robotics & Intelligent Automation at ING Wholesale Banking

ScaleUp 360° brings together established industry experts, global thought leaders and senior executives from the world’s leading intelligent businesses to digital gatherings packed with cutting-edge webinars, presentations and networking opportunities.

At last ScaleUp 360° Cognitive Business Automation, the digital event for experts and decision makers in the fields RPA, AI and Automation Intelligence, Sudhanshu Sawlani, Head of Robotics & Intelligent Process Automation at ING, explained the role of robots and intelligent automation at ING.

Session Summary

Robotics aka RPA (Robotics Process Automation) in this context means Software robots, also commonly referred to as Virtual employees. At ING Wholesale Banking, we have been building software robots since 2016 and since have deployed an army of more than 125 bots live. Most of these bots are simple RPA solutions, just following the orders as scripted to execute a banking process in full or part.

These banking processes can range from a back-office operation to front office, bit more customer-centric tasks. Some of these processes are built with a combination of RPA & Intelligent Automation solutions.

Intelligent Automation toolkit consists of NLP (Natural Language Processing), OCR (Optical Character Recognition), etc. and these give a boost to the pure RPA offering, by providing a model-based approach vs rule-based, where more complex problems can be tackled, thereby delivering better employee engagement and improved customer satisfaction.

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