Raiffeisen Bank's Robots and AI Now Handle 1.2 Million Operations a Month

Raiffeisen Bank has shifted up to 20% of its operational workload to robots and artificial intelligence. More than 25 digital employees now carry out roughly 1.2 million operations every month, freeing up staff from a significant share of routine work. 

Bank experts shared this at the headline session of the Digital Transformation in Banking forum. Raiffeisen has so far automated and AI-enhanced more than 50 processes, gradually moving from automating individual tasks to a blended model in which people, robots, machine learning and AI work together as a single team. 

This transformation is also reshaping the role of the operations function. "Digital employees don't take vacations. But they still need a manager," said Olena Lukianchuk, Head of Operational Service at the bank. According to her, Operations is now responsible not only for managing people but also for digital teams - setting the rules they operate by, controlling risks, and being accountable for the end result of the process. 

One example is payment processing. AI and machine learning help the bank read not just formal rules but the actual context of a transaction. The system processes more than 900,000 payments a month, with up to 93% of them going through fully automatically, without manual intervention, during peak periods.