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Enabling Touchless Operations in Financial Services Using Next-gen Tech

 

Kumaravelu

Industry Advisor and Transformation Head, BFSI, TCS

Santhosh Kumar Ravindran

Domain Specialist and Transformation Consultant, BFSI, TCS

Surajit Kar

Transformation Consultant and Technology Head, BFSI, TCS

Moving to touchless banking can enhance customers’ digital banking experience

The adoption of digital transformation in banking has been largely focused on offering a digital interface and a frictionless customer experience, while failing to address complexities in back-office processes. Given the ongoing pandemic, financial institutions are under pressure to introduce touchless operations. A shift to touchless operations will entail studying complex business processes and implementing next-gen solutions, using a well-designed transformation framework.

To move to touchless banking, financial institutions must leverage:

  • Low code, no code automation – to limit IT involvement, reduce cost and dependence on coding skills, and enhance the benefits of automation
  • Advanced artificial intelligence – to reduce manual effort
  • Advanced analytics – to proactively identify and address customer needs
  • Digitalization – to deliver faster, personalized service, improve transparency, and enhance experience for customer segments preferring physical interactions