ARTIFICIAL INTELLIGENCE
AI Strategy
ClarityArc | Banking (Canada)
THE CHALLENGE
Banking operations are a challenging mix of process, policy, regulation, legacy technology and human judgement. Efforts to apply AI and automation must be carefully considered and managed. Our client wanted to understand where and how to apply AI capabilities to improve operations processes and the overall client experience.
THE PROJECT
We first started with client workshops centred around operations process groups for both retail and commercial units. The goal of these workshops is to build a shared, fact-based view of how the work actually flowed across fulfillment, servicing, payments and credit operations. From these sessions we mapped end-to-end processes, identified bottlenecks and assessed data quality (and availability).
Analysis of the current state pointed to process fragmentation, policy exceptions and inconsistent hand-offs across systems. This approach saved the client the sunk costs and project risks associated with trying to implement AI and automation for high-risk processes. Instead, ClarityArc identified and prioritized high-confidence opportunities to improve throughput and improve the client experience without increasing risk. This practical roadmap also included pre-requisites and improvements for “Wave 2” processes.