Case Study: First Citizens Bank achieves seamless automation and better customer service with Pegasystems

First Citizens Bank drives seamless automation with Pega RPA

First Citizens Bank, with more than 550 branches across 23 states, needed to streamline operations after a series of mergers and acquisitions left it managing multiple systems and manual processes. To improve efficiency, reduce errors, and enhance customer experience, the bank turned to Pegasystems and the Pega Platform for AI-driven automation and RPA.

Pegasystems implemented AI-powered workflows, OCR, and robotic process automation to connect systems and automate more than 23 complex processes in 2.5 years. The results included 100% accurate data extraction, faster reconciliation, less manual data entry, and quicker turnaround times for customer inquiries, while service reps were guided by real-time insights to deliver better support.

First Citizens Bank

Sanjoy Sarkar

Director, Application Development & Support