The Banking, Financial Services, and Insurance (BFSI) sector is facing mounting challenges in today’s fast-evolving digital and regulatory landscape. Institutions are under continuous pressure to deliver superior customer experiences, streamline operations, ensure strict regulatory compliance, and proactively manage financial risks. These demands must be met while handling an ever-growing volume of data—ranging from structured formats like transaction logs and financial statements to semi-structured and unstructured sources such as customer emails, chat transcripts, scanned documents, regulatory filings, and internal communications.

This data explosion, coupled with the complexity of financial products and services, makes it increasingly difficult for traditional systems to keep pace. Legacy automation tools, while useful for rule-based tasks, often fall short when it comes to managing nuanced, context-rich processes. These include personalized financial advisory services, dynamic customer support interactions, claims adjudication, and other cross-functional workflows that require real-time decision-making and adaptability.

In addition to technological limitations, operational teams—both on the frontlines and in back-office functions—are frequently overwhelmed by repetitive, manual tasks. These tasks often demand a high level of contextual understanding and judgment, such as evaluating loan applications, detecting and investigating fraudulent transactions, and responding to complex customer queries. The manual nature of these processes makes them time-consuming, error-prone, and difficult to scale, particularly in an environment where customer expectations are rising and regulatory frameworks are becoming more stringent and dynamic.