Branch Business & Information Systems Engineering

The digital transformation of companies in all industries increasingly requires intelligent automation at customer touchpoints. As part of a project with Bausparkasse Schwäbisch Hall, this will be achieved through the strategic use of modern machine learning technologies in order to sustainably increase efficiency and employee productivity. Significant progress has already been made, particularly in regulated areas such as reporting.

Digital transformation is forcing companies across industries to streamline, simplify and, where possible, automate their processes. This need applies particularly to regulated sectors such as the financial industry, where complexity and regulatory compliance present additional challenges. Bausparkasse Schwäbisch Hall has recognized the importance of this development and is increasingly relying on machine learning to optimize its processes and explore new application areas.

A crucial step towards intelligent automation was achieved with the implementation of use cases that enable fully automated document processing. Many customer touchpoints currently take place via channels that enable unstructured data collection, for example in the form of handwritten forms. With the support of the Branch Business & Information Systems Engineering, Bausparkasse Schwäbisch Hall succeeded in extracting information necessary for processing such as signatures and handwritten data from documents and feeding it into existing systems by combining computer vision and robotic process automation. This process of technology convergence enables a significant reduction in manual effort and contributes to increased customer satisfaction through faster processing of customer concerns. At the same time, the resulting model iterations are continuously and automatically integrated into the operating processes using machine learning operations. The use cases that have already been realized, such as automation in the application or inheritance process, demonstrate the immense potential of these technologies to enable more customer-friendly and efficient processes.

Bausparkasse Schwäbisch Hall is now planning to build on these successes together with the Branch Business & Information Systems Engineering by identifying and implementing additional customer-oriented use cases. Creating the technological and organizational prerequisites for efficient data supply and the integration of machine learning solutions are of central importance in this context.