Case Study: ABANCA achieves 60% faster responses to customer inquiries with SS&C Blue Prism

Intelligent Automation and Generative AI Help ABANCA Respond 60% Faster to Customer Inquiries

ABANCA, a Spanish retail bank serving millions of customers, struggled with slow, manual processing of unstructured PDF documents customers emailed for mortgages, loans and other services. To tackle this, ABANCA partnered with SS&C Blue Prism and adopted intelligent automation (digital workers), generative AI (GPT-4) and NLP to reduce manual review and speed up document classification and data extraction.

SS&C Blue Prism deployed digital workers that validate documents, extract and verify data with GPT-4 and NLP, route tasks via a Google Sheets interface, and handle hundreds of thousands of incoming emails. The SS&C Blue Prism solution delivered a 60% faster response to customer inquiries, automated more than 1,000 tasks, returned 1.2 million hours (about 600 work years) to the business, completed 150,000 workdays by digital workers, and upskilled 150 employees—improving customer and employee experience and enabling new revenue-focused activities.

Abanca

Roberto Lopez Rodriguez

Manager RPA and IA