IBM Consulting Banking Operations GenAI Co-Pilot

IBM Banking Operations GenAI Copilot:

IBM, in partnership with Microsoft, introduces the Banking Operations GenAI Copilot that revolutionizes financial operations and document processing through intelligent automation and AI-driven insights. This process-agnostic GenAI intelligent workflow, supported by the Microsoft Copilot backbone, augments front-to-back office operations by analyzing documents and data received from clients against firm standards and processing guidelines. Our Banking Operations GenAI Copilot, which is also applicable across several other related industries such as Insurance and Asset Management, supports a wide range of operational workflows by leveraging the underlying policies and procedures (i.e. uploading new versions within the RAG database). Many of these operational workflows leverage the exact same input data, so our Copilot Workflow can be configured to support additional middle and back-office operations across these industries, such as new account opening, rollovers, transfers, and much more with only a few minor configurations!

Overview: AI Front Office Assistant Validation:

When the onboarding process is delayed by incomplete data and missing documentation, it creates a ripple effect of inefficiencies that impact all stakeholders involved. This compromises the overall efficacy of the entire process. The AI Front-Office Assistant Validation initiates a comprehensive preliminary review of account information, aggregating supporting documents and firm documentation to provide instantaneous feedback on any discrepancies or omissions. This intuitive process ensures that users are promptly informed of any additional information required, streamlining the onboarding experience and fostering an efficient exchange of data. In practice, the FA receives real-time insights on what to address with the customer prior to submittal and “return-to-front office” files are dramatically reduced.

Architecture:

This solution leverages a sophisticated technical architecture hosted on Microsoft Azure, enhancing efficiency and streamlining workflows. It seamlessly integrates with Microsoft 365 applications like Microsoft Teams and Outlook 365. The system supports the use of any generative AI models available on Azure AI services, providing versatile natural language processing and fully-fledged banking operations analysis. Data management utilizes Azure’s scalable datalake storage and databases, ensuring robust performance. Additionally, Copilot is integral to the solution, presenting information and insights to the end user in an intuitive manner. The architecture also includes a Document Ingestion Platform (DIP) for advanced OCR capabilities, crucial for automating content digitization and processing.

Intelligent E2E Workflow w/ Copilot and DIP:

Copilot operates as the backbone of the end-to-end intelligent workflow. Microsoft Copilot integrates with a RAG database to ensure Microsoft Teams and Banking Operational Copilot knowledge bases are in sync.

• Process-specific components (swapping these out lets you easily distinguish from 1 process specialty to the next) • The Operational Knowledge RAG database internal firm policies and procedures documents and extraction of rules and compliance. • DIP integrates with our Banking Operations Copilot to facilitate document data review relative to internal policy requirements. • Process-agnostic components (require minimal tweaks/configurations to align with the process-specific components) • Outlook Copilot Processing analyzes email of documents received for content and documents via Power Automate. OCR is then performed on the attached documents by DIP. • Microsoft Teams Copilot facilitates interaction with both Front Office and Downstream Operational Teams and the extracted and analyzed information via Microsoft Teams.

Client Value:

The Copilot Workflow is designed to support front, middle, and back-office operations across various functional areas such as New Account Opening, Rollovers/Transfers, Anti-Money Laundering (AML), and Credit Acceptance.

    •      Decreases End-to-End Processing Time by 50%: Streamlines operations, significantly reducing the time taken for processing financial documents.
•	Enable Straight-Through Processing (STP): Reduces rework by 20 - 30%, ensuring smoother and more efficient workflows.
•	Intelligent Full Tech Stack: Utilizes a robust tech stack including Microsoft Azure, Microsoft 365, AI/ML, DIP integrations and connections, and SQLite3 data storage to provide a comprehensive solution.

Key Benefits:

    •      Efficiency: Automates complex processes, reducing manual effort and accelerating document processing.
•      Compliance: Ensures adherence to firm standards and regulatory guidelines through intelligent data analysis.
•      Flexibility: Configurable to meet the specific needs of different operational areas, providing a tailored solution for various financial functions.