50 STPs to boost CX at UBI

Analytics wing of Union Bank of India enhances bank's functioning from credit underwriting, HR practices to marketing of products, redefining customer experience:

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Union Bank of India has been a pioneer in adoption of new technologies in order to provide effective and efficient services to its customers. It has repeatedly shown its commitment for constant financial innovation by reimagined business operations and emphasis superior customer experience.

Rajiv Mishra, CGM, Department of Information Technology, Union Bank of India, shares his expert opinion: "Customer experience is not only the UI (user interface) /UX (user experience); the underlying platform data and intelligence derived from data also needs to be put in place. Data needs to be tapped and used for decision making. The analytics wing of bank is launched to leverage the power of AI/ML to transcend bank from traditional banking to digital bank within bank."

AI FOR CUSTOMERS' LOANS With recent launch of pre-approved personal loans purely based on analytics, the bank has achieved a considerable portfolio under the personal loan scheme. Analytics wing is constantly striving to enhance bank's functioning. Rajiv elaborates: "The bank has harnessed AI in determining home loan customers' requirement of top-up loan to bridge their financial necessity. Analytics wing enhances credit underwriting, HR practices and marketing of products, thereby redefining customer experience. The bank has also launched various STP (straight-through processing) journeys for online applications for retail loans."

CRM: INFO TO VERTICALS

"Union Bank of India has a vision of becoming the bank of first choice in its chosen area by building beneficial and lasting relationship with customers through the process of continuous improvement. CRM, at the very core of our bank, is providing various verticals the required information to meet the customer demands."

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