All Technologies Used
Motivation
The bank’s loan amendment process required coordination across three internal systems, with significant manual effort at each handoff. Case officers spent most of their time on data retrieval, cross-system validation, and documentation rather than judgment-based review. The bank needed to automate this coordination layer without replacing existing platforms, leading to the adoption of a managed AI service to ensure continuous governance and regulatory compliance.
Main Challenges
Three legacy platforms with different data models and no native integration capability. The solution required an orchestration layer that could read from and write to all three systems, using RPA bridges where direct APIs were unavailable.
Loan amendment decisions in the bank's jurisdiction required full explainability and human sign-off at defined decision points. The AI could assist and prepare, but never decide autonomously on regulated actions.
Loan amendment cases varied significantly by product type, customer segment, and amendment reason. A rigid rule-based automation would fail on edge cases. The system needed contextual reasoning, not just data transfer.
The compliance and risk teams were concerned about AI involvement in regulated workflows. The rollout required a transparent governance model, showing exactly what AI did, when, and with what confidence, before they would approve expansion.
Our Approach
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AI Case Intake and Data Aggregation
- Cross-system data retrieval via API and RPA
- Automated document collection and linking
- Data validation and discrepancy flagging
- Structured case summary generation
AI-Assisted Eligibility and Risk Assessment
- Rule-based and ML eligibility screening
- Risk signal identification and annotation
- Automated escalation triggers
- Assessment narrative generation for officer review
Workflow Orchestration and Status Coordination
- Cross-platform status synchronization
- Automated approval routing
- SLA tracking and escalation alerts
- Exception handling with human fallback
Compliance Logging and Audit Interface
- Immutable per-case audit log
- Officer action attribution
- Regulator-ready export (PDF and structured data)
- Monthly compliance reporting for internal audit
Business Value
Tripled Case Handling Capacity: Case officers handle 3х more cases per day, AI eliminates preparation and cross-system data gathering, leaving only judgment-intensive work.
From Days to Hours: Average case resolution time reduced 61%, from 4.5 business days to under 18 hours on standard amendment types.
Audit-Ready Decision Automation: 100% of AI-assisted decisions carry a full, structured audit log. The bank passed its first post-implementation regulatory review with zero findings related to the AI layer.
Zero Risk to Core Platforms: Zero changes to core banking, DMS, or compliance registry systems, the orchestration layer is entirely external and removable.
Scalable Automation Expansion: Automation coverage grew from one case type at launch to six distinct amendment categories across four quarters of managed operations.
