UAE’s Mashreq Bank has partnered with Blue Prism to increase productivity, improve customer experiences and deliver new services through an integrated AI solution.

The Digital Workforce platform will automate dozens of the bank’s processes across multiple business functions, including banking operations, compliance, customer care and their technology help desk.

Since implementing the solution, Mashreq Bank has seen more than 15,000 secure transactions completed daily, reduced time taken to complete manual processes by 65 per cent, and reduced customer complaints by 90 per cent. Individual branch productivity is also up 60 per cent, while human worker costs are down by almost 87 per cent.

Sandeep Chouhan, group head of operations and technology at Mashreq Bank, said: “We are harnessing the power of Robotic Process Automation (RPA) to create customer-centric solutions that can help us deliver on the promise we have made to our customers—to enrich their banking and financial experiences through innovation.

“The efficiencies and improvements enabled by Blue Prism’s Digital Workforce operating system cut across numerous departments and enable us to be more responsive and agile as an organization. After evaluating several RPA offerings, we selected Blue Prism because it was the most scalable, secure and compliant solution available.”

Alastair Bathgate, CEO of Blue Prism, added: “We’re seeing expanding implementations of our Digital Workforce solution in the financial services sector from organizations looking to disrupt and drive more meaningful customer interactions.

“More companies are harnessing the power of automation to facilitate secure and compliant transactions while also freeing up human capital that can focus on delivering innovative, new services and improving the overall customer experience. We are excited to see a top bank in the UAE embrace RPA and achieve such impressive results with our Digital Workforce Operating System.”

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