Client:Fiserv
Industry:Banking and Financial Services
Region:North America
Fiserv drives enterprise-wide agentic AI adoption
12,000
hours saved through MCC automation per year
98%
end-to-end process automation rate for new MCC use case
Client Overview
Fiserv is a leading global fintech and payments company with solutions for banking, global commerce, merchant acquiring, billing and payments, and point-of-sale.
An automation early adopter, Fiserv has achieved major operational and financial benefits. Now, it’s looking to scale automation enterprise-wide with AI—to modernize operations, empower teams, and create a sharper competitive edge. First, it had to build trust and demonstrate true business value with flagship use cases. It began by streamlining its merchant category codes (MCC) validation process.
Transforming financial tech with AI and automation
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. UiPath Autopilot™ troubleshoots MCC automation workflows by identifying errors and optimizing performance. Fiserv also is exploring Autopilot to streamline contract processes for its service level agreement team.
AI doesn't start with technology. It starts with people. Successful implementation requires collaboration across teams, transparency, and building trust at every step. By partnering with UiPath, we’ve been able to operationalize AI safely and effectively, while showcasing its enterprise-wide potential through key use cases.
Sharbs Shaaya Director – Enterprise AI-Powered Automation, Fiserv
Improved customer service representative experience
Fiserv customer service reps (CSR) experienced significant improvements in their daily tasks. Previously, calls could take 10-15 minutes, largely due to transferring data between systems while customers waited on the phone. Now, automations have streamlined this process, reducing wasted time and improving call efficiency.
CSRs also faced challenges with multiple logins and password management across different applications. UiPath Apps has simplified this, eliminating the need to remember numerous credentials and navigate through several systems. Note-taking is also more efficient. CSRs now input notes directly into the app, which triggers the bot for subsequent steps, rather than jotting notes on separate pages.
Automation has also positively impacted training and talent retention. Instead of teaching individual shortcuts and manual data transfers, training now focuses on using UiPath Apps, making it simpler and more efficient for new staff.
Outcomes:
Enhanced accuracy of MCC workflows through targeted troubleshooting
Reduced failure rates by identifying and addressing root causes in automation
Improved overall efficiency of the MCC process, increasing reliability and performance
Significant reduction in average call handling time for CSRs
Simplified password management and note-taking for CSRs
Improved training process for new staff
Additional resources
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