Westpac has doubled its use of application ‘robots’ – both attended and unattended – more than the previous yr to automate managing of process-intensive workloads in the wake of the pandemic.
Head of robotics and automation Abhi Kadian told Westpac Wire that the lender now has about 240 “unattended” application robots in operation, with a further more 1060 “attended” automations – or “digital assistants” – also dwell, for a overall of “much more than 1300 … digital staff”.
The range of application bots in generation has doubled in the previous yr to cope with substantial-scale processing responsibilities this sort of as qualification and acceptance of money relief packages in the wake of the pandemic.
Kadian claimed the lender had devices for these procedures, “but not all devices could do what we required them to do for so lots of clients as promptly as we needed them to, and we couldn’t just scale up persons” to address the shortfall.
Rather, the lender turned to application robotics, with Kadian “repointing his entire group to the Covid reaction”, working out which procedures could be partly or completely automated.
“We’d eyeball a company process – actually observe a person click by the process – and within just a few hours, we’d make a contact to say irrespective of whether it needed individuals or bots, then go straight into develop,” Kadian claimed.
“In individuals 1st three months, we shipped 23 automations – every within just an normal of two weeks to develop – and employed a hundred and twenty bots to execute close to 200,000 transactions for clients – or the equivalent of seven hundred people’s perform.
“Over the complete 2020 yr, the bots processed about 400,000 transactions for Covid relief.”
Kadian claimed that the use of application robotics served Westpac process bulk bank loan deferrals, refunds for company, and in the issuance of forty,000 debit cards for clients that could not go to branches.
Most just lately Westpac was equipped to use application robots to expedite processing of help for Westpac clients impacted by new temperature functions.
“In times when, as individuals, we are unable to sufficiently aid our clients as promptly as they will need in a crucial instant, augmenting our workforce with digital staff can enable,” he claimed.