Using 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.

While internet banking is already mainstream, 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 ECS 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

 ECS 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 ECS’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 ECS developed provides complete transparency of the hardware, network, storage and application layers across the business.

ECS 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.

Outcomes

  • Indexing of all web and mobile applications to deliver a view of events and transactions in real time for the first time
  • A monitoring checklist and minimum standard requirements for monitoring
  • Customised reports that compared errors and exceptions before and after business release
  • The integration of Splunk with IBM Tivoli Netcool/OMNIbus for automated incident management
  • Prioritised different types of data and set parameters to prevent very low risk data being ingested temporarily any time there is a risk of exceeding the software license’s monthly data volumes.

Benefits

  • ECS’s unique and extensive expertise in AIOps has helped the bank achieve its goal of increasing business visibility and customer insight. This has resulted in a more reliable service and an enhanced customer experience, substantiated by a five-point increase in its Net Promoter Score (NPS) across all devices.
  • At the same time, we ensured the bank saves between £1 million and £3 million every year by identifying gaps in its existing monitoring and plugging these holes with a comprehensive end-to-end solution.
  • Our professional services team’s work on managing data volumes has also resulted in savings of approximately £1 million each year by avoiding software license breaches.
  • IT productivity was increased by streamlining the bank’s business release process, reducing launch time from six weeks to four. And because we delivered an end-to-end view of the service before going live, we minimised potential risks.
  • Moving from a reactive to a proactive approach has allowed the bank to accurately pinpoint any source of failure and reduce the man hours involved in investigations.  This faster response time to incidents has resulted in a reduction in MTTR (mean time to resolution) of approximately 50%.
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