A leading bank in the Asia-Pacific region faced challenges in accelerating its software delivery process while integrating IT professionals into the complex banking environment. To enhance productivity and streamline operations, the bank turned to Generative AI, particularly a new tool called Ensayo AI, which was developed in collaboration by HCLTech and AWS. This solution enhanced and accelerated the software delivery processes, improved access to critical knowledge, and cultivated a collaborative workplace culture.
The Challenge
Navigating the twin complexities of software delivery and onboarding IT professionals seamlessly
- Prolonged ramp-up times: New hires required up to three months to grasp essential banking concepts and industry-specific terminology. This slowed their contributions to ongoing projects.
- Fragmented access to information: Critical resources were dispersed across multiple platforms, complicating the ability of new employees to access vital information. This lack of centralized knowledge made familiarization with existing systems challenging. Understanding complex banking terminology, such as “credit hierarchies" and "risk profiles," was essential for engineers to design effective solutions.
- Overburdened processes: Rigorous compliance demands substantially strained operations. This often led to missed deadlines and unanticipated project delays. The testing process could consume over 50 % of a project's time.
Recognizing these challenges, the bank sought a solution to streamline the software delivery process, empower new employees, and relieve the burden of the existing staff, who traditionally facilitated orientation.
The Objective
Enhancing engagement and operational efficiency
The central aim of this initiative was crystal clear - to enhance and accelerate software delivery while fostering a culture of continuous learning.
The key objectives included:
- Improving knowledge sharing: Streamline access to crucial banking information, targeting key terminologies, regulatory data, and technology overviews.
- Accelerating onboarding: Reduce the time needed for recruits to achieve full productivity, enabling them to engage meaningfully with their teams from day one.
- Optimizing operations: Minimize project delays by providing immediate access to critical knowledge and resources. Thereby enhancing overall efficiency.
The Solution
Introducing Ensayo AI, a transformative GenAI assistant
To address these challenges decisively, the bank implemented a tailor-made GenAI assistant
- Centralized knowledge repository: Consolidated essential banking documents, granting employees instant access to crucial information and alleviating the frustration of searching through disparate systems.
- Natural language processing: New hires could now ask questions in simple language and quickly receive accurate answers, tapping into the bank's extensive knowledge base without barriers.
- Customized insights: Delivered tailored information specific to each role, ensuring every employee had access to relevant guidance and resources.
- Empowerment through autonomy: With critical knowledge at their fingertips, new hires gained the confidence to navigate their onboarding independently, allowing seasoned team members to focus on strategic priorities rather than repetitive guidance.
- Real-time assistance: The platform improved knowledge transfer and facilitated real-time assistance in understanding complex banking requirements. Ensayo AI serves as an augmentative team member, enhancing the workflow by helping engineers navigate the intricacies of the banking sector.
The Impact
Breaking down barriers and boosting efficiency
The deployment of Ensayo AI yielded transformative results in the bank's software delivery and onboarding journey. By emphasizing knowledge sharing, operational efficiency, and employee empowerment, the bank effectively addresses new talent integration challenges while fostering a culture of continuous improvement and collaboration.
This is a successful showcase for integrating GenAI in a controlled and secure manner. This journey illustrates how innovative solutions can lead to enduring change, empowering employees to excel in an ever-evolving financial landscape.
- Faster knowledge access: Employees reported a significant improvement in their ability to find crucial information swiftly, facilitating quicker resolution of queries and a stronger grasp of their roles.
- Reduced onboarding time: The duration required for new hires to become impactful team members decreased sharply, enabling effective contributions within a fraction of the previous ramp-up time.
- Enhanced operational efficiency: 72% reduction in API testing efforts and a 56% decrease in integration testing duration. These enhancements boosted overall project timelines, allowing teams to deliver results rapidly. The result? Substantial acceleration in project delivery.
