Case Study: Heritage Bank achieves large-scale automation and 90% AI-driven transaction classification with UiPath

Heritage Bank Driving Automation With RPA and AI

Heritage Bank, Australia’s largest mutual bank with 60 branches, faced a digitalization challenge: it needed to scale back‑office and middle‑office processes (operations, payments, financial crimes, contact center) to support member growth and improve customer and employee experience. To modernize efficiently, Heritage partnered with UiPath and began using UiPath’s RPA platform (and later UiPath AI Center) to explore robotic process automation and AI-driven workflows.

UiPath helped Heritage build a centralized RPA Center of Excellence and automate about 80 processes across the bank, from fraud‑alert handling and CRM updates to compiling police reports. Using UiPath AI Center to deploy a custom ML model, Heritage increased living‑expense transaction classification from roughly 40–50% to about 90%, saving about one hour of human effort per loan application (≈500 hours saved for 500 loans) and accelerating loan processing while improving CX and EX.

Heritage Bank

David Johnston

Intelligent Automation and Process Excellence Manager