The Automation Journey with Lufthansa and Nordea

By: Dominik Jaskulski

Year on year, Nordic companies are developing new Intelligent Automation (IA) initiatives to enhance their business processes and efficiency. As more people are beginning to put attention and funding into automating their processes, it is important for companies to learn from other organizations’ journeys. We spoke to two industry experts, Dominik Jaskulski from Lufthansa GBS and Mattias Fras from Nordea, about the automation initiatives they’re currently implementing and what direction they hope to take in the near future. Read on to discover the major trends at Nordea and Lufthansa Global Businesses Services.

Is this year set to be a breakthrough year fotr your technological efforts?

Nordea: “Yes, but it’s not going to be easy. Many companies are going to do their first proof-of-concept in Artificial Intelligence (AI) this year, especially those companies who have already participated in robotics over the last year or two. The technology is there to be implemented, but it takes special people to make it into something useful. I do believe this year is going to be a breakthrough for AI, especially in banking and insurance.”

Lufthansa: “Our main focus this year will be on Robotic Process Automation (RPA), but we plan to start some AI pilot projects this year. We want to see how we can make use of Machine Learning, Cognitive Automation, Language Recognition or Sentiment Analysis.”

What developments are you expecting to implement over the next 12 months?

Nordea: “We are setting up and modelling the virtual workforce and AI capabilities across the group. We did some impactful things in a number of business units last year, but now we’re taking a more structured approach to it. We have started central analysis to define which process should be undertaken by robotics, this gives us much greater potential in field.”

Lufthansa: “There have been a few major changes. We have started to scale up our robotics team from 5 to 8 and we plan to have 12 by the end of the year. We have also put more pressure on change management and communication. We have organized a series of meetings and presentations – called the Robotics roadshow – to teach employees about RPA and how it will change their way of work.”

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