Streamlining customer communication and transaction categorisation relating to cross-border payments

BSG helped a leading African bank streamline its cross-border payments allocations and subsequent customer communications using data, machine learning and robotic process automation.

overview of the clients needs
  • Address South African Reserve Bank (SARB) requirement to classify cross-border payments transactions into a balance of payment (BOP) category
  • Reduce human error and time-consuming communication process relating to BOP categorisation
  • Streamline communication process regarding inward cross-border payments received
  • Reduce manual effort required to manage email queries regarding inward cross-border payments transactions
  • Improve the service offering and associated customer experience by resolving queries faster and reducing the likelihood of customers being liable for unnecessary interest charges
  • Improve processing efficiency, and reduce response and resolution turnaround times and associated opera-tional cost
  • Create a scalable solution to service other email enquiries
  • Reduced operational cost resulting from streamlined, automated processes requiring less manual interven-tion
  • Improved query resolution and reduced turnaround times
  • Improved customer experience
cross border payment allocations abridged

Using data science and machine learning, BSG developed a model to identify relevant query emails, extract pertinent data and respond to queries using RPA

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