Banks use robotic process automation (RPA) to merge back-end systems after acquisitions and are starting to automate more self-help for customers. 

That’s in addition to the more common use case of automating the creation of customer accounts, says Jesse McHargue, senior solutions engineer with RPA company Nintex, in this week’s episode of “The Buzz.” 

“I would also say that we are starting to see more automation efforts around self-help,” McHargue tells Bank Automation News. “Existing customers reach out to the bank for a variety of reasons,” he says, whether for disputes, basic requests or opening up new accounts. 

The Bellevue, Wash.-based Nintex started by offering an on-premises workflow augmentation solution for Microsoft product SharePoint. The company has grown by acquisition, most recently acquiring e-signature provider AssureSign in June and RPA tool Foxtrot by EnableSoft in 2019. Nintex clients include $9.65 billion Kuwait International Bank; $2.9 billion Alexandria, La.-based Red River Bank; $2.9 billion Queensland, Australia-based Auswide Bank; $1.5 billion Waco, Texas-based Extraco Banks; and $322.6 million Ashland, Ky.-based Ashland Credit Union. 

In this podcast, McHargue also shares best practices for RPA and automation, and discusses how banks can expand their use of automation.