Customer Quote

Overnight, we had to figure out a way to respond to increasing call volumes and staff for large amounts of work for processes that didn’t exist before COVID-19. One of our success stories was in loan origination where we created nine bots that were able to do nine years’ worth of work in just two weeks.

Dominic Cugini
Divisional CIO of Service Digitization

Customer achievements.

Customer Achievements


Documents processed with Document Automation


Years of work completed in two weeks


Run rate savings in 2020

With intelligent automation KeyBank breezes through process volume spikes with ease.

Using a blend of RPA and Document Automation, one of the manual processes automated was for mortgage quality checks. Before a customer gets funded, underwriters must first approve a loan. Data on appraisal documents and flood certifications produced by a third-party had to be completely accurate. The mortgage team was responsible for 100% of the time-consuming, manual reviews every day. The volume quality checks required fluctuated from a few dozen to more than 100 loans during the peak seasons of spring and summer.

Partnering with Automation Anywhere, KeyBank came up with an automated workflow for end-to-end processing. Documents are downloaded and turned into PDFs. Those with more than 30 pages are split up. Then, the PDFs are uploaded to Document Automation which is tailored to recognize the difference between the appraisal and flood certification forms. After this step, a response file in the form of a CSV is sent back for an RPA task bot to do lookups and comparisons. Lastly, an output report of anything that needs to be manually checked is sent to the team. With automation, employees no longer must process these documents and the exception rate has only been 15%. To date, 40,000 documents have been processed through Document Automation.

Processes automated.

  • Onboarding and funding functions for payment protection program (PPP)
  • COVID-19 related loss mitigation processes

Customer overview.

KeyBank is committed to building a team of engaged employees to help clients and shareholders achieve financial wellness. Headquartered in Cleveland, Ohio, KeyCorp is one of the nation’s largest financial services companies. Key Companies provide investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.

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