Case Study: Ulster Bank achieves market-leading AI-driven customer experiences with Atos (Salesforce Einstein)

Ulster Bank is leading its market with an artificial intelligence platform to improve customer experiences, drive up performance and help shape the future of its business

Ulster Bank, part of the Royal Bank of Scotland Group and serving about 1.9 million customers, set out to become number one for customer service and needed a data-driven way to better understand and serve customers. To do this it extended its long‑standing Salesforce CRM with artificial intelligence and engaged Atos to create a single customer view and an Einstein‑powered “next‑best product” recommendation engine for Relationship Managers.

Atos redesigned and upgraded the bank’s Salesforce to Lightning, using Atos Codex and Salesforce Einstein, assembled a global development team to deliver the platform in five months, and rolled it out nationwide to 500 users over 10 weeks with mandatory training. The Atos solution delivered a one‑stop AI CRM that re-used existing licences (no additional licence fee), improved customer segmentation and resource allocation, automated routine tasks, and drove early adoption (25% of usage via mobile within weeks), yielding measurable efficiency, productivity and customer‑experience gains.

Ulster Bank

Damien Judge

Head of Business Commercial Excellence