Introduction
A leading bank in India embarked on a front-office transformation journey to streamline operations, enhance customer service, and reduce staff workload. By leveraging the Microsoft 365 ecosystem and integrating Agentic AI, the bank implemented an intelligent Business Process Management (BPM) system. The initiative aimed to digitize core service workflows, enable autonomous customer interactions, and foster seamless collaboration across departments—establishing a modern, responsive front-office experience.
Key Challenges
Manual, Paper-Heavy Processes
Legacy front-office operations relied heavily on physical forms, manual approvals, and in-person follow-ups.
Inefficient Communication
Lack of real-time updates led to inconsistent customer communication and unresolved escalations.
Disjointed Systems & Tool Switching
Staff had to toggle between multiple applications, delaying request resolution and increasing operational friction.
No AI Layer for Routine Queries
Front-line staff were burdened with repetitive queries, leaving limited time for high-value tasks.
Solution Proposed
Microsoft 365–Enabled BPM Platform
Using Power Platform (Power Apps, Power Automate), the bank digitized and automated core workflows—account opening, service requests, approvals, and escalations. Adaptive forms and rule-based logic were designed to dynamically respond to user input. SharePoint Online served as the central repository for documents and status tracking.
Result: Service turnaround times reduced by 60%, improving customer response cycles and SLA compliance.
Agentic AI for Autonomous Customer Engagement
A conversational AI interface was integrated across customer-facing channels, enabling intelligent self-service and seamless query handling. The AI assistant autonomously initiated workflows, answered routine questions, and provided real-time updates—without human intervention.
Result: 80% of repetitive inquiries were handled autonomously, freeing up front-line staff for complex cases.
Teams-Centric Collaboration and Dashboards
Microsoft Teams was transformed into a command center for front-office staff. Dashboards provided visibility into requests, tasks, and approval flows. Alerts and escalations were embedded into Teams and Outlook, ensuring timely action and seamless cross-functional collaboration.
Result: Tool-switching reduced by 70%, enhancing operational focus and productivity.
Intelligent Forms and Role-Based Automation
Dynamic forms adapted in real-time based on customer inputs and staff roles. The BPM engine enforced compliance, routed tasks based on workload and hierarchy, and generated automated alerts for missed SLAs or delayed approvals.
Result: Frictionless workflow management with better control over escalations and approvals.
Business Impact
60% Reduction in Service Turnaround Time through automated workflows.
80% Automation of Repetitive Queries via Agentic AI.
70% Reduction in Tool-Switching across front office teams.
Improved SLA Tracking and real-time visibility into request status.
Technology Highlights
- Power Automate + Power Apps Digitized form-based workflows and automated multi-level approvals.
- SharePoint Online Central repository for all process data, documents, and audit logs.
- Agentic AI Layer Autonomous interface for query handling, workflow initiation, and real-time status updates.
- Teams Dashboards Real-time task management, escalation alerts, and cross-team collaboration.
Next Steps Planned
- BPM Extension to Mid and Back Office: Expand automation across loan processing, compliance, and credit operations.
- Multilingual AI Interface: Enable vernacular language support to better serve regional customers.
- CRM & Core Banking Integration: Enhance personalization and accelerate resolution through unified data access.
- Advanced AI Training: Equip the AI with deeper logic to manage complex escalations and regulatory cases.
