Digital Service Request Processing
Banking associates manually process daily service requests (e.g., adding ACH or Wire services). They must extract data from unstructured ticket comments, login to legacy systems to verify Company IDs, and manually type out notification emails once the task is complete.
- Extract data from unstructured ticket comments
- Manually search core systems to verify Company & User IDs
- Navigate multiple admin screens to re-key user details
- Manually cross-reference service requirements against forms
- Draft notification messages and compliance audit trails from scratch
- Automated extraction of Ticket ID, Account, and Company data
- Real-time background validation of IDs and entity status
- Auto-population of user creation screens with validated data
- AI-driven mapping of services (Wire, ACH, etc.) for review
- Automated generation of notification drafts and audit logs
- Guided escalation with context-rich error reporting
The Matterway Assistant streamlines cash management by automating data extraction and system navigation. It acts as a guided layer over the workflow queue, allowing associates to focus on high-priority cases while maintaining control over critical validation steps.
The Assistant automatically pulls Ticket IDs and account data from unstructured comments. It then uses AI to classify the request type, such as service additions or permission changes, to queue the correct procedure for the associate.
Every field in the request form is validated against internal records. The Assistant scans for specific service requirements like ACH or Wire Input and prompts the associate to confirm the selection before processing begins.
The Assistant logs into core systems to verify Company IDs in the background. It retrieves the client status and account numbers instantly, flagging invalid IDs immediately to prevent wasted manual effort.
To ensure data integrity, the Assistant compares information in the request form against the original ticket data. Any discrepancies are highlighted for reconfirmation, ensuring the final record is accurate across all platforms.
The Assistant auto-populates administrative screens with validated names and contact details. This creates a "human-in-the-loop" step where the associate confirms the information before the Assistant updates the user profile.
The Assistant displays all requested services for final approval before systematically assigning role permissions. Once confirmed, it saves the changes and finalizes the user access profile within the system.
The Assistant generates system update messages and drafts a completion email for the requester. It populates all enrollment details automatically, requiring only a quick review from the associate before sending.
A comprehensive audit trail is generated, documenting every validation and action taken. The Assistant prepares a compliance PDF and archives it instantly, ensuring the case is fully documented for formal closure.
If a mismatch or error occurs, the Assistant generates a context-rich escalation message. These messages include full diagnostic data, allowing associates to send them directly to support teams without manual report compilation.
Explore our collection of Matterway Skills for different use cases that highlight the results & task steps before and after Matterway is implemented.
Investigate transactions that have been flagged as having politically exposed persons (PEP) involved and decide whether the transaction should be approved or rejected.
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Investigate transactions that have been flagged to involve sanctioned persons or countries and decide whether the transaction should be approved or rejected.
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Review broken wire transactions and take appropriate follow-up action to unblock the payment.
Reconcile investor accounts in Excel in a streamlined fashion while maximising process compliance.
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Generate contract renewal quotes by reviewing the customer’s eligibility for discounts by looking at various data sources.
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Review reports of unusual customer activity by investigating account & transaction data, and route them to the appropriate expert team for further action.
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