Fiserv saves 12,000 hours a year automating merchant category code validation with UiPath GenAI
FiservUiPath Robots · UiPath GenAI Activities · UiPath Autopilot +2Fiserv used UiPath Robots combined with UiPath GenAI Activities to automate its merchant category code (MCC) validation process: robots extract merchant details from the database, cross-check them via a Bing API, and select correct MCC codes using generative AI prompts, with UiPath Autopilot troubleshooting the automation workflows. The deployment saves 12,000 hours per year, achieves a 98% end-to-end process automation rate for the new MCC use case, and has also reduced customer service representative call handling time.
Overview
Fiserv used UiPath Robots combined with UiPath GenAI Activities to automate its merchant category code (MCC) validation process: robots extract merchant details from the database, cross-check them via a Bing API, and select correct MCC codes using generative AI prompts, with UiPath Autopilot troubleshooting the automation workflows. The deployment saves 12,000 hours per year, achieves a 98% end-to-end process automation rate for the new MCC use case, and has also reduced customer service representative call handling time.
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Inspect the highlighted sourceThe challenge
Fiserv wanted to scale automation enterprise-wide with AI and first needed to build trust and demonstrate true business value with a flagship use case, starting with its merchant category codes (MCC) validation process; separately, customer service representative calls could take 10-15 minutes, largely due to transferring data between systems while customers waited on the phone.
The solution
UiPath Robots extract merchant details from the database, cross check them via a Bing API, and select the correct MCC codes using generative AI prompts from UiPath GenAI Activities; validation rules handle 98% of cases, with outliers sent to UiPath Action Center for review, while UiPath Autopilot troubleshoots MCC automation workflows by identifying errors and optimizing performance.
Reported business value
The deployment saves 12,000 hours through MCC automation per year, achieves a 98% end-to-end process automation rate for the new MCC use case, and has significantly reduced average call handling time for customer service representatives.
Sources
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