Leading Indian Bank Transforms Document Translation Workflow with OCR and Automation
Client Overview
Client is a central Indian bank with a strong presence in retail, corporate, and NRI (Non-Resident Indian) banking.
Business Challenge
The bank had trouble processing its Service Requests (SRs) regarding image-scanned documents from Non-Resident Indians (NRIs). These documents often arrive in local languages and need to be manually extracted and translated into the banking language before any action can occur. The bank receives well over a thousand service requests per day. With thousands of requests requiring staff to process large volumes of multilingual documents, scanned address proofs, KYC forms, and customer communications, especially in its NRI division. All this led to severe operational bottlenecks:
- The accuracy level varied in documents, particularly for oversized and handwritten ones.
- Turnaround times moved from a sluggish process to hours to days of resolution.
- Payments incurred by manual extraction and translation further contribute to the overall cost of operations.
- Delays involving KYC verification or address updates caused a lot of disappointment with Customer service.
The bank needed a fast, accurate, and scalable solution for document processing in a multilingual workflow, with clear benefits to service delivery.
Solution
We offered an end-to-end solution combining OCR (Optical Character Recognition) and automated multilingual translation. A seamless integration with the existing bank service request systems. Transformation started in SR processing speed, accuracy, and scalability.
- We implemented the solution in stages, giving priority to speed, security, and minimal disruption:
- Evaluation of the SR workflow to understand bottlenecks and define automation goals
- Real-time automated translation with seamless language integration for each workflow
- Contextual checks with the inclusion of formatting and regulatory compliance checks
Information from scanned documents extracted electronically with the incorporation of an OCR engine embedded within the SR platform
Key Features
A Multilingual Translation Pipeline for automated translation of extracted texts from regional languages to English and vice versa
- Seamless Integration to the Platform
- Integrated within the SR system for a unified user experience
- The Validation Layer
- Verifies the linguistic accuracy, contextual consistency, and clean formatting
Impact
Results were immediate and measurable:
- 98% translation accuracy across service requests
- Productivity increased for the team to focus more on valuable tasks
- 60% reduced processing time: from hours to minutes
- Customer satisfaction was increased, particularly, NRIs wanted faster responses
The bank, working along with Devnagri AI, automated a key aspect of its operations through the reduction of errors and enhancement of customer experience. Intelligent language solutions account for so much more than just words for tangible business outcomes.
