TSB automates online banking in drive to become all-digital bank

TSB Bank has introduced AI-powered answers and intelligent automation to its multi-cloud banking platform.

The technology, developed by Dynatrace, is supporting the bank in its move towards becoming an all-digital bank.

70 per cent of the bank’s customers prefer carry out their banking via mobile, TSB said.

The move comes a week after TSB announced it was partnering with identity verification provider Onfido to launch its new customer onboarding journey.

The tie-up will see the bank use Onfido’s biometric technology enable customers to sign up for a current account in 10 minutes, which the pair estimate will be completed in ‘8 mobile scrolls’.

TSB said the decision to implement the verification technology has been driven by the dramatic shift to digital services.

This latest tech roll-out means the bank, which hosts its banking platform on AWS, IBM Cloud, and BT cloud, has access to real-time insight into performance, availability, and potential issues in the user interface.

“Accelerating our digital transformation is the top priority for us, and Dynatrace is the killer app to help us achieve this,” said Suresh Viswanathan, chief operating officer, TSB Bank. “To keep pace with our customers’ needs and how the market is evolving, we must ensure our digital services are best-in-class, always accessible, and easy to use.”

The COO added that observability and AIOps have been key to the company’s success – with manual-intensive tasks now managed automatically and the bank’s digital transformation strategy accelerating.

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