BankUnited has successfully implemented a Generative AI solution on Amazon Web Services (AWS) to streamline operations and enhance customer support. The initiative, led by Jeiner Morales, SVP and Director of Operations for Consumer & Small Business Banking, aims to make the bank’s extensive policy management system more accessible to employees, thereby improving response times and customer satisfaction.
“Our employees were struggling accessing information from an extensive policy management system, which contains anywhere about 400 documents,” Morales explained the challenge the bank faced. To address this, BankUnited chose AWS for its “flexible and scalable infrastructure,” which allows the bank to innovate without exorbitant costs.
The AI solution now enables employees to quickly retrieve accurate information, regardless of how a customer phrases their inquiry.
“The LLM is able to understand and provide accurate answers,” said Morales, adding that this shift has transformed the bank’s support model from a five-person team to an “always on 24/7 model at a fraction of the cost.”
This technological leap not only expedites service but also strengthens customer trust, with Morales emphasizing that “having access to the right information is extremely important for us. It speaks to our reputation with our clients.”
