Automation and Optimisation of Service Processes in Commercial Banks

This study examines the automation and optimisation of customer service processes in commercial banks, using Uzbekistan as a case study. Economic, comparative and statistical analyses of data from the Central Bank of Uzbekistan and international sources indicate that digital transaction volumes are growing significantly faster than staffing levels and physical infrastructure. The study proposes a staged discover–redesign–automate–control framework and a process priority score, along with three practical recommendations.