Case Study: Largest Middle East Banking Group achieves 96% faster ATM dispute resolution with Datamatics

Automation of ATM dispute for a leading Middle East bank with RPA

Largest Middle East Banking Group engaged Datamatics to automate a complex ATM dispute-resolution process that was processing 3,500–4,000 monthly complaints, suffering long turnaround times, multi-system dependence, risks from partial/void withdrawals and potential fraud—issues harming customer satisfaction and the bank’s credibility. Datamatics proposed an RPA and AI solution using Datamatics TruBot and Datamatics TruBot Neuro.

Datamatics analyzed the workflows and deployed TruBot and TruBot Neuro to log into core banking, ATM and third‑party systems, retrieve electronic journals and reconciliation data, and trigger AI-driven routing (video review for suspected fraud; credit processing for genuine cases). The solution reduced average dispute resolution from 48 hours to 2 hours (a 96% improvement), improved customer experience to 100% satisfaction, and minimized fraud and process complexity.