AUTOMATION AND OPTIMISATION OF SERVICE PROCESSES IN COMMERCIAL BANKS
DOI:
https://doi.org/10.5281/zenodo.23314583Abstract
This study examines the automation and optimisation of customer service processes in commercial banks, using Uzbekistan as a case study. Economic, comparative and statistical analyses of data from the Central Bank of Uzbekistan and international sources indicate that digital transaction volumes are growing significantly faster than staffing levels and physical infrastructure. The study proposes a staged discover–redesign–automate–control framework and a process priority score, along with three practical recommendations.Keywords
commercial banks, banking services, service processes, automation, optimisation, business process reengineering, robotic process automation, process mining, artificial intelligence, digital transformation, remote banking, straight-through processing, cost-to-income ratio, operational efficiency, UzbekistanReferences
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