Covid Provides RPA a Chance to Shine, but Skeptics Remain

The pandemic has highlighted the need for greater automation, leaving some retail banks to embrace RPA, which could seep into the wholesale capital markets.

Artificial intelligence

San Francisco-based Bank of the West, a regional subsidiary of BNP Paribas, recently found itself facing a significant increase in requests for payment deferments from its customers, as the economic impact of Covid-19 hit the US.

The wave of requests was more than the bank’s current workforce could handle. But rather than go through the process of recruiting and training new personnel, it hired digital workers—a new-ish buzzword for bots—to accelerate the processing of these urgent customer

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