AI-Driven Service Request Automation
10xDS helped a leading bank in Bahrain to transform their service request lifecycle by leveraging in Intelligent Document Processing, AI summarization and end to end workflow automation. Bank’s service request extraction process was highly manual and resource-intensive. Customer service representatives (CSRs) and relationship managers (RMs) manually created requests in BCRM (Customer Relationship Management system) and uploaded documents and further processing in T24 ( Core Banking System)
Business Challenges
The process for handling customer service requests was highly manual and repetitive, requiring significant time and effort. On average, each request took 3–4 minutes to process. Customer Service Representatives (CSRs) or Relationship Managers (RMs) had to manually create requests in BCRM and upload the necessary documents. Additionally, front desk staff were responsible for manually entering data into the T24 system based on screenshots or uploaded documents. This manual workflow not only consumed time but also introduced a high risk of data entry errors.
How 10xDS Helped
An AI-powered IDP solution extracts data from both typed and handwritten service request forms, with AI summarization generating concise content summaries for faster staff validation. Natural language Q&A enables instant answers based on uploaded documents, while human-in-the-loop validation ensures accuracy. The entire workflow between BCRM and T24 is automated, eliminating manual steps. This approach achieves 90% automation in request handling, reduces processing time, improves data accuracy, and increases scalability to handle higher request volumes efficiently.
