Eastern European bank uses data to better serve customers

Using AI to truly serve customers

Serving banking customers is so much more than meeting regulatory requirements — it’s knowing how to anticipate modern needs while keeping assets secure.

Constantly striving to be an innovative company, one of the largest banks in Eastern Europe wanted to harness the power of data and AI, and use more data types to understand its customers better.

Infusing customer service with AI

Working with Eviden and AWS, the bank embarked on a multiyear transformation on Amazon Web Services (AWS). Eviden guided the bank the entire way through evolving priorities and workflows, from pilot phases to migration of data and machine learning operations (MLOps). As a data and innovation partner, Eviden helped the bank accelerate the process of developing internal data and AI competencies.

First, Eviden built a new data lake platform (or a centralized area) to store, process and secure large amounts of data in the cloud. This enabled different business areas to employ a scalable, modern analytics approach that provides key data insights in real time. Supported by Amazon Web Services, the data lake also brings enormous value to the bank’s risk and fraud prevention programs.

With this data lake, Eviden helped convert the bank’s unstructured data from millions of past client interactions into insights that support customer personalization and improved services.

Approaching predictive CX

Eviden data management platform built on AWS technologies continues to unlock new use cases at the bank, creating opportunities to comprehend what customers need—when, or even before, they need it.

With AI capabilities provided by Eviden and AWS, the bank can process any unstructured data like call recordings or digital behavior. This enables it to address a large span of use cases generating clear business value or increasing the level of regulatory compliance.