How SS&C Technologies uses AI

SS&C Global Investor and Distribution Solutions and Retirement Solutions, which runs customer service for asset managers, insurers and wealth managers under FCA rules, rebuilt its complaints process with AI agents. After a human investigator records the findings, the agents use the case notes to draft the closing letter that summarises them; an employee checks the letter before the agents send it. SS&C Blue Prism, a business in the same SS&C group, reports that complaint cycle times fell by 25%.

• Cycle time reduction: 25%, complaint cycle time, whole process

  "Cycle times have been reduced by 25%, so customers get a follow-up letter more quickly."

  Claimed by: vendor

SS&C GIDS handles customer communications for asset managers and other financial institutions, such as instructions on selling assets and responses to changes of address, broker or customer ID. After an employee investigates a request and records comments in a template, a digital worker validates the case and prompts an in house large language model, which generates a personalised letter; quality control reviews and adjusts it before it is sent. SS&C Blue Prism, a business in the same group, reports that these communications are now produced three times faster than with the manual process.

No outcome disclosed.

SS&C Technologies, which provides software and services to wealth and asset management firms and runs fund administration, linked its robotic process automation digital workers to a secure, proprietary large language model so they can read unstructured documents. For loan credit agreements the digital workers ask the model for key terms, validate the answers and enter them into SS&C GoLoans, routing discrepancies to an employee. It reports that credit agreements are now processed in six minutes, 95% faster than by hand, and it uses the same approach for address changes and collateral margin call agreements.

• Cycle time reduction: 95%, loan credit agreement processing, now six minutes

  "These digital workers, also known as document agents, now process loan credit agreements in just six minutes — 95% faster than the manual process."

  Claimed by: vendor