To keep pace with digital-native challengers, traditional banks must reimagine their legacy operations—especially the back office. Trinet Technologies partnered with Union Eurobank, a leading financial institution in Central Europe, to build a future-ready operating model powered by artificial intelligence and touchless processing.
The project focused on eliminating manual intervention across multiple workflows by leveraging AI agents, low-code platforms, and vision-based data extraction tools. The result: seamless, accurate, and cost-effective back office operations that enhanced customer satisfaction and competitive agility.
Unpacking the Legacy Burden of Manual Processing
Union Eurobank had modernized its customer-facing services but continued to struggle with inefficiencies in the back office. Disconnected systems, physical documentation, and reliance on human decision-making slowed down transaction handling and increased costs. Tasks such as document classification, unstructured data processing, and exception handling demanded significant manual labor, delaying turnaround times and limiting scalability.
The bank’s leadership realized that meaningful transformation would require addressing the root causes—lack of process integration, high costs of OCR/NLP training, and insufficient automation tools for judgment-based activities.
A Strategic Blueprint for Smart Automation
Trinet Technologies proposed a four-pronged AI-driven automation strategy:
- Using large language model-powered AI agents and low-code platforms, repetitive, multi-step workflows—like customer verification and accounting reconciliation—were automated end-to-end. This drastically cut down human effort and error.
- Instead of conventional OCR tools, Trinet deployed advanced vision-based AI models capable of extracting relevant data from scanned images without pre-training. This enabled faster onboarding, loan approvals, and trade document verification.
- AI agents were trained to parse emails, PDF attachments, and call logs—turning unstructured customer and vendor queries into actionable, structured tasks. This accelerated SLA adherence and improved responsiveness.
- From fraud detection to dispute management, the bank’s AI agents were equipped with reasoning capabilities that could suggest next-best actions, resolve discrepancies, and flag suspicious transactions—augmenting the role of human analysts.
"At Trinet Technologies, we are proud to help Union Eurobank automate intelligently, operate efficiently, and serve customers better by combining AI with purposeful human intervention.”
Human + Machine: Building the Next-Gen Back Office
Union Eurobank’s adoption of AI was not about replacing people—it was about freeing them. With AI agents handling mundane, high-volume tasks, back office staff were empowered to focus on high-value analysis, relationship management, and strategic decision-making.
Compliance checks, complex trade finance documentation, and customer dispute cases that previously took days were now resolved in hours. The transformation not only reduced costs but also increased customer satisfaction and business agility.
