Banco Azteca evolves from enterprise automation to business orchestration

Building an operating model that coordinates work across the enterprise

Banco Azteca's automation program had become one of the most mature in Latin America, with hundreds of automations supporting teams across the organization. However, as these digital initiatives expanded, a new challenge emerged: coordinating increasingly complex work across people, AI, systems, and third-party partners. The bank needed a solution to orchestrate end-to-end business operations—moving beyond merely digitizing individual tasks.

Beginning its journey in 2020 with robotic process automation (RPA), Banco Azteca quickly established an internal AI and RPA Center of Excellence. Today, this team of approximately 24 members—developers, business analysts, and data scientists—leads the bank's automation strategy, architecture, governance, and adoption, under the executive sponsorship of Manuel Delgado Forey, Chief Operating Officer and Head of Customer Service at Banco Azteca, who oversees the Center of Excellence and has championed its evolution from task automation to full business orchestration.

That internal ownership has enabled Banco Azteca to scale confidently, delivering more than 320 production solutions—including more than 275 robots, AI models, and AI agents—spanning compliance, fraud prevention, legal, procurement, HR, customer service, collections, social media, and other core business functions.

As the program matured, Banco Azteca moved from handling isolated tasks to orchestrating complete business processes with UiPath Maestro™. One example is Elektra post-sales operation supporting elektra.mx, where cancellation, delivery, and order-related requests often require ongoing coordination with third-party sellers.

Instead of relying on employees to manually manage every interaction, the orchestrated workflow interprets incoming communications, frames outreach to sellers, sends follow-up requests, monitors responses, prioritizes outstanding cases, and routes exceptions to the appropriate employees when human decision making is required. People, AI, and systems now collaborate within a governed framework, accelerating resolution times while improving visibility across the entire operation.

Looking ahead, Banco Azteca is expanding this operational model into anti-money laundering (AML) initiatives and intelligent ATM monitoring to optimize cash distribution based on customer demand. By shifting from basic task execution to coordinated operations, the bank is building a scalable framework capable of adapting to future business challenges.

As our automation program matured, we realized the next opportunity wasn't automating more tasks—it was coordinating entire business processes. Business orchestration allows us to connect people, AI, systems, and partners so work keeps moving while our teams stay focused on higher-value decisions.

Manuel Delgado Forey, Chief Operating Officer and Head of Customer Service at Banco Azteca

Outcomes:

• Expanded operational capacity: automated over 8,800 processes, generating the equivalent of more than 3,300 FTEs of capacity, helping teams absorb growing workloads while focusing on higher-value work

• Accelerated customer service: reduced average dispute resolution time from 97 hours to 4.8 hours, enabling faster responses and a better customer experience

• Coordinated complex operations: orchestrates work across people, AI, systems, and third-party partners, improving visibility, governance, and scalability across the enterprise

Additional resources:

• See how Banco Azteca earned a 2024 UiPath Al25 Award by transforming claims management with Al and UiPath Document Understanding™, under the leadership of Manuel Delgado Forey, Chief Operating Officer and Head of Customer Service, who oversees the bank's Center of Excellence. The bank now resolves more than 50% of customer requests within a single day, has increased productivity by 50%, and saves millions each month through automated workflows.

• Hear from Banco Azteca's Kathia Barrios, Director of Digital Transformation for Operations, alongside leaders from State Street and Türkiye Finans Katilim Bankasi, as they share how Al is transforming banking operations through intelligent document processing, testing, and automation in the Financial Services Summit.