Case Study: One of the Largest Banking Groups in the Middle East achieves 96% faster ATM dispute resolution (48h→2h) with Datamatics TruBot

Trubot Helps In Atm Dispute Management For A Bfsi Group

Largest Banking Group, a major Middle East banking group, faced a high-volume, complex ATM dispute resolution problem that threatened customer satisfaction and the bank’s credibility. The bank was handling 3,500–4,000 ATM dispute complaints monthly with long turnaround times, multi-system investigations, risks of partial/void withdrawals, and potential fraud. Datamatics was engaged to automate and streamline this process using its Robotic Process Automation and Artificial Intelligence offerings, notably Datamatics TruBot and Datamatics TruBot Neuro.

Datamatics implemented an RPA/AI solution that automated logins and data retrieval across core banking systems, ATM electronic journals, and third‑party reconciliation systems, checked hardware and dispense details, and triggered AI-driven workflows to route suspected fraud to video review or genuine disputes to credit for reimbursement. The Datamatics solution cut dispute resolution from 48 hours to 2 hours (a 96% TAT improvement), delivered 100% customer satisfaction, and significantly reduced fraud and manual effort.