Case study

Banking sector client

A bank with a unique nationwide reach, combining traditional branch-based services with digital innovation. The institution leverages an extensive physical network and continues to invest in modern customer solutions.

Industry

Banking & Finance

Key Focus

Data Analytics

Industry

Banking & Finance

Key Focus

Data Analytics

Meet the client

A Polish retail bank, that provides financial services through one of the most extensive physical networks in the country with a branch network of over 4,700 locations. At the same time, the institution is actively expanding its digital channels and driving innovation — being the first in Poland to introduce a biometric payment card to the market.

Business need

01
Transform large volumes of unstructured call recordings
02
Automate post-call analysis
03
Reduce data processing time and improve efficiency
04
Improve data accuracy and reduce verification costs

Challenges

The Client was collecting vast amounts of unstructured customer service call recordings for compliance and customer experience initiatives, but manual review was impractical due to sheer volume. This created a critical gap in their ability to analyze interactions, extract insights, and improve service quality or regulatory reporting. Another challenge was slow and error-prone manual processing of pipeline documentation and costly multi-day searches due to imprecise location data during vessel operations.

The solution

The turning point came with the introduction of an AI-driven solution that transformed this untapped resource into a strategic asset.

Using a modern, cloud-native solution built on AWS, the Bank automated the entire process of turning unstructured audio into usable business intelligence. Conversations are now transcribed using AWS Transcribe, enriched with context, and summarized into clear, actionable insights using Amazon Bedrock, which brings the power of foundation models into the workflow. All of this happens automatically, in near real time.

Structured outputs are securely stored and made instantly accessible via Amazon DynamoDB, while the entire pipeline is orchestrated through serverless components like AWS Lambda and Step Functions, ensuring efficiency and scalability without adding operational burden.

In the result processes that once took weeks now run in hours. Compliance reporting is faster and more accurate. But more importantly, leaders now have a window into the voice of the customer—at scale. This allows them to detect patterns, respond to issues early, and make better-informed decisions.

What began as a project to improve efficiency has become a foundation for smarter operations.

Main goal was to implement solutions that will analyse call recordings of our customer and provide recording summary & post call analysis. Implemented improvements clearly demonstrate the solution's success in addressing both operational efficiency and cost reduction goals while maintaining regulatory compliance requirements.

Technical Expert, Data & AI Team

IT Department