Multi-Brand Retail Bank

GlobalLogic Uses AIOps to Boost Customer Experience for a Large UK Bank

Overview

As users increasingly choose the convenience of online banking and mobile apps over walking into a high street branch, banks are under pressure to differentiate their service by offering customers an exceptional digital experience on any device. For example, the uptake of iOS and Android banking apps is growing exponentially because they offer customers a quick and easy way to manage their finances in real time, wherever they happen to be. While internet banking was initially used for little more than viewing transactions, today’s digital banking platforms are far more complex. There is a need to converge and secure multiple channels such as payments, product promotions and mobile apps, which presents a number of operational challenges.

The Challenge

With over 14 million active customers, this leading UK retail bank with multiple brands generates huge volumes of data. Unfortunately, its operational tools were unable to cope with the demands made on them by the surge in real-time events and transactions. Facing a lack of business and operational insight, the bank turned to GlobalLogic to help design and implement an AIOps-based solution to provide real time insight and automated alerting. By acting on this intelligence, the bank aimed to optimise availability and performance to deliver an exceptional customer experience across all devices and channels.

The Solution

GlobalLogic worked with the bank to design and implement an AIOps solution to gain insight about system performance and act on any issues quickly to minimise any impact on the customer experience. Taking advantage of GlobalLogic's expertise in using AI to optimise IT operations, the new platform was built to detect and flag any anomalous behaviour and indicators of failures in real time by analysing large volumes of real-time and historical operational and transactional data. By monitoring all the data associated with an application – from development through to production and from any source, in any format – the solution GlobalLogic developed provides complete transparency of the hardware, network, storage and application layers across the business. We designed a single pane of glass view that makes it easy for decision makers in operations, product and business teams to search, analyse, visualise, and act on these insights. This holistic view of end-to-end services tracks success and failure metrics by brand across both mobile and desktop platforms.

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