Please Try a Different Browser

You are using an outdated browser that is not compatible with our website content. For an optimal viewing experience, please upgrade to Microsoft Edge or view our site on a different browser.

If you choose to continue using this browser, content and functionality will be limited.

grey-empty-room-studio-gradient
Case Study

Allied Irish Bank Transforms their Customer Response Time from Weeks to Minutes and Improving Customer Satisfaction

Real time

Instant Customer Feedback

Minutes or Seconds

To process customer requests

Before their Digital Transformation journey, Allied Irish Bank processed customer requests through an internal postal service which dramatically delayed their customer response time. Within a competitive industry, Allied Irish Bank is always striving to increase customer satisfaction. To address this, they implemented the Tungsten Intelligent Automation Platform, automating over 200 key customer-related processes, whilst improving the customer experience through Tungsten Mobile Capture and Tungsten Web Capture to ensure ALL submitted documents are correct, from the start of the transaction.

  • Modernized AIB’s operations allowing them their employees to work smarter and faster
  • Drastically reduced AIB’s Customer SLAs from weeks and hours to minutes and seconds
  • Tungsten Automation provided real time customer feedback on document upload which saved AIB employees and customers time
By implementing Kofax technology, we can capture faster, give real time feedback, process customer request in minutes or seconds and that all leads to a much happier customer
Owen Logan
Technology Domain Lead, Allied Irish Bank

Meet Allied Irish Bank

Allied Irish Bank (AIB) operate over 200 branches and nearly 10,000 employees across the Republic of Ireland. They offer a full range of personal, business, and corporate banking services, pensions and insurance for their customers.

Allied Irish Bank

Products

Tungsten Intelligent Automation with Tungsten Mobile and Web Capture

Focus

  • Simple and efficient solution for Staff to use
  • Improve responsiveness to their customers
  • Manage the physical and digital document capture
  • A scalable solution to work with 1,000 different document types, 200-300 different processes and 100 back end-teams