This podcast interviews Ken Mertzel, a global industry leader in financial services at Automation Anywhere, about the evolution of automation in heavily regulated industries. The discussion covers the limitations of traditional RPA (Robotic Process Automation), the rise of AI-driven "agentic automation," and its applications in AML investigations, fraud detection, and underwriting. Mertzel highlights how agentic automation combines AI for decision support with RPA for action, creating more interactive human-in-the-loop systems and enabling better use of data for improved compliance and risk management. The interview emphasizes a shift from solely cost-cutting to revenue growth and enhanced customer service as key drivers for automation adoption. Specific examples include using AI to summarize AML investigation data and leveraging generative AI in fraud detection and underwriting processes.
