Accelerating Banking Resilience with AI-Driven Payment Monitoring

Reducing risk and boosting service uptime with AI-powered observability for payments

A top UK retail bank needed real-time visibility across its high-volume payments hub—spanning mobile, web, and desktop channels—to meet evolving regulatory demands and rising customer expectations. With over 14 million customers and new Strong Customer Authentication (SCA) requirements, the bank faced challenges in maintaining service availability and diagnosing incidents quickly. GlobalLogic helped implement an AI-driven observability solution, leveraging AIOps and real-time data pipelines to unify monitoring, reduce outages, and accelerate time to resolution across payment journeys.

Challenge

The bank needed real-time monitoring across complex payment types (Faster Payments, International, Future-Dated, and Standing Orders), while ensuring compliance with SCA and PCI-DSS regulations.

However, siloed monitoring tools and reactive support models slowed mean-time-to-repair (MTTR) and increased operational risk. Product owners and operations teams lacked a unified view across customer touchpoints and backend services, leading to costly blind spots and delayed responses.

Key pain points included:

• No unified operational view of end-to-end payment journeys
• Limited visibility into SCA authentication stack and database interactions
• Delayed root cause analysis and increased MTTR
• Pressure to meet uptime SLAs and security mandates

Value Created

GlobalLogic partnered with the bank to implement an AIOps-led observability solution, integrating Splunk and custom dashboards to deliver:

• Real-time visibility across backend databases, applications, and SCA components
• AI-driven alerting and correlation, helping teams respond faster to anomalies
• Role-based dashboards for product owners and operations teams, supporting insight-led decisions
• Live service monitoring in lower environments, reducing rollout risk
• Payment-specific insights by type (e.g., Faster Payments, International), segmented by brand and device

This solution gave the bank a 360° view of service health, streamlining issue triage, increasing transparency, and improving delivery of digital features.

Impact

GlobalLogic’s AI-enabled solution helped the bank move from reactive troubleshooting to proactive service assurance—reducing risk and strengthening competitiveness in the digital banking space:

• 50% reduction in mean-time-to-resolution (MTTR)
• £1–3M projected annual savings from faster diagnosis and improved uptime
• Improved SCA integration and monitoring confidence for go-lives
• Enhanced customer experience, enabled by real-time operational insights
• Greater service reliability reported in regulatory compliance audits
• PCI DSS-compliant observability platform for secure payments performance

Integrating AIOps into the payment stack formed the bank’s data-driven, scalable foundation for future innovation and regulatory alignment.

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AI-powered observability reduced outages, enabled real-time insights, and improved performance for millions of customers.