Redefining Credit Evaluation Speed and Scale through Generative AI

BUSINESS CHALLENGE

İşbank aims to deliver superior customer and employee experiences by ensuring fast and reliable access to financing for commercial clients, a key priority in maintaining its market leadership. To further strengthen this ambition, the bank identified opportunities to enhance the efficiency and consistency of its credit evaluation process:

• Evolving dispersed data ecosystem: The growing and dispersed data sources across multiple systems created a need to consolidate information within a unified environment, enabling holistic analysis and more effective use of data.
• High analyst workload: The expanding commercial portfolio increased demand on expert analysts, highlighting the need for smarter, automated support for mid-segment evaluations.
• Data interpretation complexity: Credit officers needed improved tools and insights to interpret risk indicators more efficiently, reducing review cycles between branches and headquarters.

These improvement areas created an opportunity to modernize credit decisioning and enhance productivity.

HOW WE HELPED

Credit360 was launched as a centralized platform to streamline credit assessments by unifying dispersed data into a single, ready-to-use interface. DefineX led the transformation through project management, solution design, and AI development. Key contributions included:

• Data Integration & Centralization: Consolidated and standardized customer and proposal data from multiple systems into a unified platform for faster and more reliable credit evaluations.
• User-Centered Design: Co-created with credit teams through workshops, turning feedback into intuitive and efficient user interfaces.
• AI-Powered Insights: Applied generative AI on consolidated data to automate key steps and deliver actionable insights for credit officers.
• Continuous Improvement: Established feedback loops to prioritize high-value enhancements and ensure the platform evolved with business needs.

RESULTS ACHIEVED

The new platform significantly improved efficiency in credit operations and introduced the use of generative AI in daily workflows, delivering tangible gains:

Automation of 13 key data preparation and interpretation tasks reduced processing time from 354 minutes to just 4 minutes per proposal, across nearly 120,000 cases annually, enhancing productivity and user satisfaction.

Generative AI models on financial and interbank data eliminated 1.5 hours of manual effort per proposal, generating 114 FTE in value within 7 months.

Advanced analytics now extend expert-level assessments from 5,000 large customers to almost 200,000 across the full portfolio, ensuring greater consistency and scalability.