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See which exception and reconciliation tasks cost the most per case, and which deserve a closer look for automation.
Industry
Task mining in financial services: how bank and insurance back-office work really runs
Task mining in financial services shows how bank and insurance teams really handle loan, payment, claims and policy work across their desktop applications. Opus (task mining) records that work on Windows PCs, and Favus (process mining) maps each end-to-end process from your systems' event logs.
Which financial-services processes suit task mining?
Task mining suits back-office work where staff move between several applications and many steps never reach a system log. The processes below are typical examples, not customer results.
| Process | Typical desktop work | Where to start |
|---|---|---|
| Customer onboarding checks | Reviewing documents, checking details in several applications and recording the outcome of each check | Staff record each onboarding case with its reference ID in Opus task mining software, so you can compare how different teams run the same checks. |
| Loan and mortgage processing | Keying application data, requesting missing documents and updating the loan file | Opus for the desk steps inside each stage. Favus process mining software maps the whole loan flow where the loan system writes an event log. |
| Payment exceptions and reconciliations | Matching entries between systems, investigating breaks and correcting records by hand | Opus maps each exception task's variants and puts a cost on every case, so the expensive ways of handling a break stand out. |
| Claims intake and handling | Registering the claim, checking cover, collecting documents and updating the claim record | Where the claims system writes an event log, Favus shows where claims wait between steps. Opus shows the desk work inside the slowest step. |
| Policy changes and underwriting support | Updating policy details, preparing files for underwriters and answering follow-up questions | Analysts review each recorded case step by step in Opus and mark the best run as the approved way of working. |
Typical, not measured These examples describe bank and insurance back-office work in general. None is drawn from a customer project, and none carries a measured result.
Where should a bank or insurer start?
Start with one process and one team, and let recorded evidence set the next step. Four steps take a pilot from the privacy policy to a plan.
Choose one process and a pilot team
Pick a high-volume process with many hand-typed steps, such as payment exceptions. Keep the first scope small enough to review every recorded case.
Publish the privacy policy, then record
Your administrator publishes the Opus device privacy policy, listing the applications and websites to exclude. Staff then record each task with its case or reference ID, and Opus records the applications, websites and time behind it.
Map the process where a system log exists
Where your loan, payment or claims system writes an event log, Favus maps the end-to-end process and shows where cases wait between steps.
Plan the move in Via
Your team brings the findings into Via (transformation planning). Via plans the move of selected work to AI agents as a governed program of initiatives and change requests. Via can also model each task's current and future performer, a human role or an AI-agent role, and build the business case.
What do your administrators control before capture starts?
Your administrators decide what Opus records, and Opus collects no activity data until they publish a device privacy policy. Excluded applications and websites are dropped, and text that matches your redaction patterns is masked, before anything leaves the PC.
Banking and insurance screens and window titles can show account numbers, policy details and customer names. So the first design choice is which applications and websites to exclude, and which text to mask. The policy holds up to 100 redaction patterns. Capture can also be limited to working hours. Screenshots and screen recordings stay blocked until an administrator allows them in the policy.
Read what Opus records and how it is controlled, or see every privacy and governance control in one place.
Compliance and security questions This page makes no regulatory or compliance statement, and your data-protection team decides what may be captured. Send security, hosting and compliance questions to the Optimus Hive team.
Use cases for banks and insurers
Each use case below applies the same recorded evidence to a different goal.
Process optimization
Find where loan and claims cases wait between steps, and which customer types or resources have the slowest cases.
Process documentation
Document how onboarding checks are really done, from recorded cases and an agreed way of working.
Financial services FAQ
Short answers to questions banks and insurers ask before a first pilot.
Which applications can Opus record in a bank or insurer?
Opus records which application is in use on each Windows PC and for how long. Where the department's settings allow, it also records window titles and the websites people use in Chrome, Edge, Firefox and Brave. There is no Opus agent for macOS or Linux.
Does task mining need a connection to our banking or insurance systems?
No: Opus records work at the desktop through its Windows agent, so it needs no connection to the systems your staff use. Favus is different, because it reads an event log from a business system. That log arrives as a file, or on a schedule from an HTTPS JSON API or an approved SQL Server view.
What if screens or window titles show customer account data?
Your administrators decide, before capture starts, which applications and websites Opus leaves out and which text it masks. Excluded activity is dropped and matching text is masked on the PC, before upload. Screen images are off by default: screenshots and recordings need the privacy policy to allow them.
See it on one of your back-office processes
Request a demo to see how Opus, Favus and Via would apply to one bank or insurance process, from the privacy policy to the plan.