PegaWorld 2019: National Australia Bank's unique take on case management
As a result of changing customer expectations, competitive dynamics and regulatory risk, National Australia Bank (NAB) has embarked on a multi-year transformation program focussed on making itself simpler and faster. A key requirement within the program is to transform human centric work in to a market leading digital process automation capability. Recognising this need the Enterprise Process Automation tribe conceived the concept of NAB Universal Workflow; a framework of re-useable enterprise components that can be configured by the business and deployed in to production to meet their workflow needs within weeks. It leverages features such as IVA (natural language text analytics) for complex functionality such as intelligent and skills-based routing, Pega desktop automation for work optimisation, bulk case processing from a range of channels and self-service business administration functions. It has been built natively on AWS, leveraging end-to-end DevOps automation, allowing for same day rapid deployment from development to production.