Information Services Group (ISG), a US-based technology research and advisory firm, said that its ISG Automation business has helped Western Union in rolling out an intelligent automation programme.

Western Union, which has a network in over 200 countries and territories, wanted to use intelligent automation to enhance productivity and boost operational efficiency across the business.

For this purpose, ISG Automation established an intelligent automation centre of excellence (CoE) for the financial services company.

Initially, the CoE delivered robotic process automations (RPA) by utilising SS&C Blue Prism software.

Later, ISG Automation is said to have used its expertise so that going forward Western Union could develop its own RPA software bots by training over 50 citizen developers for using a low-code development platform.

Western Union SVP and global operations head John Dyer said: “Taking people who are tech-savvy and re-skilling them into intelligent automation developers has proven to be an extremely effective way of scaling enterprise-wide automation.

“As a result, we have the right people creating the right automations while giving them the opportunity to create a new career path within the company.”

After establishing the CoE, ISG Automation helped the financial services provider in adding optical character recognition (OCR) to boost the performance of its RPA bots.

ISG also helped with discussions focused on future technology options as Western Union plans to continue its expansion into intelligent automation.

ISG Automation partner Wayne Butterfield said: “Western Union has partnered with ISG Automation since 2016 to launch and extend its global automation program, which today includes more than 120 automations that save the company more than 26,000 hours of manual work each month.

“Western Union is realising a return on its automation investment of between three and six times its expenditure.”

ISG Automation offers automation assessments and strategy, implementation and integration of software bots, proof-of-concept deployments, setting up COEs for scaling automation along with training and managed services.