finastra has launched OperatorAssist, an artificial intelligence-based feature designed to help banks streamline payment exception handling and reduce operational inefficiencies across the payment lifecycle.
The solution is integrated with the company’s payment hub interface and is available to: Global PAYplus and Payment completed. Use AI to analyze payment issues, recommend corrective actions, and guide operations teams through the resolution process. This is intended to reduce manual inspection and improve processing accuracy.
Exception handling and payment errors remain a persistent operational challenge for banks, often increasing transaction costs and delaying payment processing. Finastra said OperatorAssist’s early results show that automated analysis and guided workflows can reduce manual investigation time by 20-30%, potentially increasing efficiency by more than 20%, saving users more than 1.5 hours per day.
“OperatorAssist is revolutionizing the way banks around the world process payments,” he said. Barry Rodrigues, Vice President of Payments, Finastra. “By combining AI with a cloud-native, ISO 20022-native platform, we remove friction from day-to-day operations and give institutions a faster, smarter way to solve problems. By delivering speed, accuracy, and a superior customer experience, this is more than just an incremental improvement; it’s a game-changer in the way payments teams work.”
The system also provides AI-powered repair recommendations, supports payment investigation and reporting processes, and acts as a virtual expert to help new users navigate complex workflows, potentially accelerating onboarding and reducing reliance on manual tracking.
Gareth Lodge, Principal Analyst, Global Payments, Celent; “The speed at which banks can process straight-through processing is critical. Complex inquiries and exception handling can place a significant burden on a bank’s operations, resulting in higher transaction costs, delayed payment delivery, and a poor customer experience. AI-based tools that improve operational productivity have the potential to address these issues.”
This adoption reflects broader changes across the payments technology space, with financial institutions and technology providers increasingly incorporating artificial intelligence into their core payments infrastructure to automate operations, improve resiliency, and support the increasing complexity of modern payment systems.
