Leading Middle Eastern Bank: Transforming ATM Dispute Resolution with RPA

The client is one of the largest and most trusted banking groups in the Middle East, serving millions across the region. With a strong presence in corporate, retail, private, Islamic, and investment banking, the bank has built its reputation on delivering exceptional financial services. Committed to innovation and customer satisfaction, it continually seeks ways to enhance its operations and provide seamless banking experiences.

The Challenge: Delayed ATM Dispute Resolution

The leading Middle Eastern bank prided itself on offering seamless banking services, earning the trust of thousands of customers. But behind the scenes, a growing issue was threatening its reputation—delays in resolving ATM disputes.

Every month, customers lodged complaints about failed ATM transactions, and the bank’s manual dispute-handling process took a frustrating 3–4 days to investigate and resolve each case. This delay not only led to customer dissatisfaction but also attracted heavy financial penalties, further eroding trust in the bank’s services.

The challenge wasn’t just the sluggish resolution process. The bank’s customer service request handling, including updates to customer information like names and addresses, was also entirely manual—leading to frequent errors, inefficiencies, and a backlog of unresolved cases. The bank’s leadership knew they needed a transformation, and fast. They sought a solution that would automate their dispute-handling process, reduce manual errors, and improve customer satisfaction while ensuring compliance with banking regulations.

The Solution: Bringing Automation to the Rescue

Understanding the urgency and scale of the challenge, the bank partnered with Datamatics to deploy its cutting-edge Robotic Process Automation (RPA) tool—TruBot. The IA solution was designed to take over the labor-intensive dispute resolution process and customer service request handling, eliminating human errors and accelerating service delivery.

TruBot seamlessly integrated with the bank’s multiple systems, reconciling real-time transaction data from various banks. It automated the entire ATM dispute process by:

• Reading and analyzing data from multiple sources to verify transactions.
• Comparing current transaction records with past data to identify discrepancies.
• Checking whether the balance tallied with the amount withdrawn.
• Assessing whether the customer’s complaint was genuine.
• Directly interfacing with the core banking system to initiate refunds for valid claims.

Additionally, TruBot automated routine customer service requests, such as updating names and addresses, which had previously been prone to manual errors.