Hyperautomation of Processes at PKO Bank Polski Gains Momentum - 220 Million Tasks Completed by Robots

In a year, PKO Bank Polski doubled the tasks of "digital employees" and introduced new hyperautomation process solutions. Robots supported the bank in tasks related to the implementation of holiday credit programs. Their role was to minimize manual actions required to suspend mortgage loans and subsequently reinstate loan parameters after the suspension period. At the beginning of May this year, the total volume of tasks related to this process exceeded 2 million. The bank also uses hyperautomation to improve communication with intermediaries, faster data verification, support for sales processes, contract preparation and registration, data updates, monitoring, and account closures.

PKO Bank Polski is increasingly utilizing intelligent automation, which combines RPA technology with a range of innovative solutions that constitute hyperautomation processes. These include Low and No Code platforms used for rapid process building with automation elements, as well as intelligent OCR, which recognizes and reads handwritten text on documents and converts it into digital format. The bank also uses intelligent BPM/Workflow platforms that allow for flexible process design and information flow modeling, where employees no longer have to manually transfer data from one system to another. This creates a completely new level of efficiency, accuracy, and speed in daily operations. It facilitates responding to business changes and can even predict them.

So far, when handling complaint processes, RPA itself was able to inform customers about accepted complaints, collect data from them, or perform transactions. In combination with AI, nearly complete automation of complaint resolution is now possible - the system understands the nature of the complaint and can address it. In April this year, the bank launched the Robotics Academy for employees to enable autonomous automation of simpler tasks performed at specific workstations through education and the provision of codeless tools.

Robots are to be the hands and eyes of artificial intelligence. By combining these, we want to be even more efficient. The appropriately chosen machine learning model will automatically check data and perform specific tasks, such as product monitoring. It is largely self-sufficient, as the operation becomes autonomous, with the entire process only supervised by employees. The flexibility of intelligent automation contributes to the scalability of processes, making it easy to expand automation to new areas. We are also developing solutions using low code, no code, and educating employees to enable the automation of simpler tasks performed at specific workstations - adds Arkadiusz Szot, Director of the Hyperautomation Process Department, International Operations, and Banking Area at PKO Bank Polski.

All of these actions are carried out in accordance with the DevOps culture and through close collaboration between IT and business, as part of agile methodologies. This approach allows the bank to constantly improve the quality and efficiency of the tools it builds.

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