Service Request Handling with AI-Driven Automation

A leading bank partnered with 10xDS to streamline its resource-intensive service request process using AI-powered automation. Traditionally, staff manually entered request details from screenshots and physical documents into Core Banking system (CBS) consuming 3–4 minutes per request. With volumes reaching up to 700 requests daily, inefficiencies and errors were common. Leveraging OpenAI, Azure, and the Power Platform, 10xDS implemented a comprehensive IDP solution that automated data extraction from both typed and handwritten forms, enabled AI summarization, and introduced AI-driven document Q&A. With human-in-the-loop validation and seamless integration between CRM and CBS the solution delivered 90% automation in request handling. The results were transformative: 80% reduction in manual data entry, faster processing, improved accuracy, and scalability to handle higher volumes with ease.