BankUnited built a Generative AI Solution on AWS to transform operations & improve customer support

Banks are transforming operations to create efficiencies and enhance customer support. In this video, Jeiner Morales, SVP and Director of Operations for Consumer & Small Business Banking at BankUnited, explains how the bank is democratizing access to its extensive policy management system, enabling employees to respond to customer inquiries quickly and efficiently. By leveraging services such as Amazon Bedrock, Amazon Kendra, Amazon Simple Storage Service (S3), Amazon Elastic Cloud Compute (EC2), and AWS Lambda, BankUnited developed a sophisticated generative artificial intelligence (AI) solution. This solution instantly accesses information from 400 policy documents and provides accurate answers to employees' questions, enhancing client service and operational efficiency. By utilizing AWS, the bank transitioned from a five-team operational support model to a 24/7 self-service system, improved client service, and reduced costs. This bolstered BankUnited's reputation and client trust.