Case Study: Leading U.S. Bank achieves 89% reduction in manual handling time with WorkFusion

Automating Complex Email Intake and Data Ingestion for Task Routing

Leading U.S. Bank, a top 10 U.S. bank, was struggling to handle more than 1 million emails a year from commercial clients. Each message had to be classified and routed correctly before service could begin, but the manual process was slow, error-prone, and delayed client request fulfillment. The bank turned to WorkFusion and its SPA platform to automate email intake and task routing.

WorkFusion implemented an AI-driven workflow using OCR and RPA to ingest emails and attachments, classify requests, and either execute tasks or route them to the right person. The results included an 89% reduction in overall manual handling time, 99% of email classification automated, 64% of data extraction automated, and 45% straight-through processing with no manual intervention.