RETRAiN: A REcommendation Tool for Reconfiguration of RetAil BaNk Branch

摘要

Customers in many developing regions (like India) use physical bank branch as primary and preferred banking channel, resulting in high footfall in the branch. This results in high wait time of customers and high pressure on organization's resources, impacting customer satisfaction (CSAT) as well as employee satisfaction (ESAT) adversely. A naive solution to handle this is to increase the service personnel to cater to the customers. However, this is an unviable alternative because this impacts top and bottom line of the bank. Therefore, organizations are strategically looking for intelligent systems which can help in fine tuning the overall business process to maximize their business objectives while incurring zero or very less investments. Towards this end, we present a system RETRAiN to enable such calibration of various components of bank operations. Based on real time data like waiting customers, service requests, availability of service personnel and business metrics, the system provides recommendations for reconfiguration of the operations. The reconfiguration includes selection of scheduling policy, number of service personnel and configuration of service personnel. We present the overall system along with analysis and optimization algorithms for generating the recommendations. To showcase the efficacy and usefulness of our system, we present results based on data collected over a period of four months from multiple branches of a leading bank in India.