Co-operative Financial Services has freed up the time of nine members of staff by installing software to automate decisions on making payments from accounts with insufficient funds.
The company has reduced the time staff spend making decisions on transfers by four hours a day after installing Blue Prism software.
The project, the latest in a string of automation projects, brings the total number of staff the bank has been able to redeploy from back-office processing to front-office customer service to 50 since 2005.
"The business case for this project was to redeploy staff from manual roles into customer-facing account-management roles and reduce the time taken by the process," said Joanne Masters, business systems manager at Co-operative Financial Services.
Masters said another important business benefit of the Blue Prism software was that it had enabled the bank to meet its Financial Services Authority (FSA) obligations by ensuring that all accounts are managed with the same accuracy and consistency.
The project was completed using Blue Prism's rule-based Automate integration tool, which enables non-technical users to interact with the bank's core systems non-invasively.
Automate incorporates web services, integration of the application programming and user interfaces, screen scraping, and data aggregation.