This is our story of partnering with a leading financial services provider to co-create an automated digital banking ecosystem using Appian. By transforming manual, paper-driven Know Your Customer (KYC) processes into streamlined, low-code automated operations, we enhanced efficiency, improved customer experience and ensured data integrity.
As we know…
The banking and financial services industry is rapidly evolving, driven by technological advancements and changing customer expectations. Digital transformation has become a cornerstone for banks to maintain competitive advantage, enhance operational efficiency and improve customer experiences. Yet, many institutions face significant hurdles due to legacy systems, manual processes and siloed operations.
The industry’s move toward low-code automation and Application Programming Interface (API)-driven ecosystems highlights the pressing need for modernization to keep pace with customer needs and regulatory requirements.
The challenge for our client, primarily dealing with personal and corporate banking, was…
It needed a complete digital transformation of its core banking services and internal audits to move away from manual, paper-based processes. Critical challenges included:
As a consulting and transformation partner…
WNS-Vuram collaborated closely with the client’s business analysts to devise solutions tailored to their unique needs, ensuring inter-departmental visibility and optimized workflows. By clearly articulating proposed solutions, we partnered with the client to drive banking automation as a part of a broader digital transformation agenda. Tailored solutions were formulated, offering multiple options and recommendations to effectively address the client’s needs.
Key aspects of the solution included:
Agile Methodology
Leveraged an Agile approach combined with waterfall principles to support low code workflow automation banking, accommodating frequent requirement changes while adhering to timelines
Reusable Components
Developed reusable components for improved usability across departments
Intuitive Dashboards
Deployed intuitive dashboards for enhanced visibility
Comprehensive Integration
Ensured seamless integration with multiple systems and implemented mechanisms to handle potential failures effectively
Proactive Communication
Maintained regular code / design reviews and proactive risk management to keep the project on track and address any concerns promptly
The comprehensive process automation solution…
Enabled the client to transition from a paper-based system to a low code process automation banking platform, significantly reducing manual processes and human errors. The platform optimized workflows and improved the bank's ability to manage large volumes of cash, resulting in a faster, smarter and more convenient experience for both the bank and its customers. The client leveraged solutions based on low-code process automation banking principles to achieve data integrity, operational efficiency and uninterrupted business continuity.
User Impact
+ customers benefited from a modernized banking experience, with low code process automation banking, including KYC processes, bulk upload features and easy data access via records and reports
Enhanced Efficiency
Delivered primary and supporting applications within two years, enabling banking automation that streamlined operations and improved customer service
The strong professional relationship and trust led the client to continuously seek WNS-Vuram’s expertise for new ideas and innovations.
Client Testimonials
“The WNS-Vuram team is making our entire tech team look great and is adding value to the bank. We are highly impressed with the team's professionalism, quality, "consulting," work ethic, and a burning desire to get things done and get them done right.”
- Director, Enterprise Solutions
FAQs
1. How can AI-driven scenario training improve customer service in the energy and utilities sector?
AI-driven training in the energy and utilities sector enables contact center agents to practice real-world customer scenarios such as billing disputes, outage management, and regulatory queries in a simulated environment. This approach improves agent confidence, accelerates onboarding, enhances service consistency, and ensures better preparedness for complex customer interactions.
2. What are the benefits of simulated learning for utility contact center agents?
Scenario-based training provides utility contact center agents with hands-on exposure to complex and seasonal call drivers without impacting live operations. It improves knowledge retention, strengthens problem-solving skills, reduces escalations, enhances compliance adherence, and prepares teams for peak demand periods such as storm seasons and billing cycles.
3. How does AI help measure and enhance training effectiveness for customer support teams?
AI performance analysis measures agent behavior, response accuracy, empathy, compliance adherence, and resolution effectiveness in real time. It identifies skill gaps at individual and team levels, recommends targeted coaching interventions, and aligns training outcomes with customer experience and operational KPIs to ensure continuous improvement.
4. What are 'power agents,' and why are they important for improving CX in utilities?
Power agents are highly skilled, digitally enabled frontline representatives who combine domain expertise with AI-assisted decision support tools. They handle complex queries efficiently, reduce transfers and escalations, deliver personalized customer interactions, and significantly improve overall customer experience and operational performance in utilities.
4. How do AI tools impact customer satisfaction and first-call resolution rates?
AI tools such as real-time prompts, sentiment analysis, predictive resolution models, and intelligent knowledge recommendations help agents resolve issues accurately during the first interaction. This improves first-call resolution rates, increases customer satisfaction scores, and enables proactive identification of recurring service issues to enhance long-term CX performance.