Case Study

Hyperautomation in private banking

Reply supported Fideuram - Intesa Sanpaolo Private Banking, the leading Italian Private Banking player, in the design, implementation and launch of a multi-year hyperautomation programme.

#private banking

Hyperautomation to accelerate digital transformation

Fideuram - Intesa Sanpaolo Private Banking is the division of the Intesa Sanpaolo Group dedicated to providing services to Private Customers. A digital transformation journey, started in the last five years, has improved the efficiency of operations over time, culminating in the adoption of hyperautomation tools: besides pure robotic process automation, the introduction of artificial intelligence has seen the emergence of new possibilities for optimising and streamlining the Company’s processes.

Thanks to Reply’s collaboration, Fideuram - Intesa Sanpaolo Private Banking has expanded its market opportunities and knowledge of the leading international technological players’ offer, to then design and implement systems for automating operations characterised by extremely high volumes and both paper and digital document processing.

Thanks to our partner, Reply, we have adopted Hyperautomation tools such as Robotic Process Automation and Artificial Intelligence to change the way we work and reorganise some activities that were previously carried out completely manually. It is one of the innovation projects that Fideuram - Intesa Sanpaolo Private Banking intends to implement in order to stay abreast of the market and to continue to stay close to a clientele that evolves and changes at a rapid pace.

Riccardo Negro
Chief Operating Officer & Business Transformation of Fideuram - Intesa Sanpaolo Private Banking

Prioritisation of processes based on ROI and strategic advantages

The prioritisation of processes was defined by taking a close look at the processes with high ROI potential and/or long-term strategic advantages, then identifying rapid and economic tactical solutions to respond to contingent problems, supported by interventions guided by potential long-term operational benefits.


Increase in




Improvement in lead times for processing documents

Particular attention has also been paid to the analysis of economic aspects, both in terms of potential gains/savings, as well as in terms of optimising set-up investments and recurring costs.

New “virtual colleagues” who improve over time

The robots dedicated to process automation (RPA) have been expanded and enhanced with artificial intelligence tools such as intelligent character recognition and natural language processing.

These new “virtual colleagues” have become part of the daily lives of the Company’s teams, simplifying their operation and reducing manual tasks.

Teams now work on a daily basis to improve results in terms of efficiency and speed of managing documents, focusing on the typical ability of machine learning engines to improve significantly as the volume analysed increases. The goal is to arrive at a “joint” working mode between humans and AI that allows documents to be processed faster, progressively moving towards increasingly more complex cases.

A multi-year programme focused on change management

The evolution of the programme involves the creation of a centre of excellence within Fideuram - Intesa Sanpaolo Private Banking, the extension of various business areas towards new processes and the launch of a process mining initiative. The current programme activities and these new initiatives are being supported by a significant investment in change management, training and internal communication, to ensure the constant updating and involvement of teams interested in the automation and innovation programme.

The centre of excellence will be responsible for ensuring a constant and dedicated oversight within Fideuram - Intesa Sanpaolo Private Banking. The Company can thus continue, on the one hand, to monitor market opportunities and, on the other hand, to ensure that the activities already under way obtain increasingly better results. The strong focus on continuous improvement will allow the centre of excellence to play the role of a daily, pragmatic point of reference for teams in the areas already subject to optimisation and for those wanting to test new hyperautomation technologies.


Fideuram - Intesa Sanpaolo Private Banking belongs to the Intesa Sanpaolo Banking Group and is a wholly-owned subsidiary of Intesa Sanpaolo S.p.A. Fideuram - Intesa Sanpaolo Private Banking is the Division that brings together the Group's financial advisory, asset management and fiduciary services companies; it is the leading Private Bank in Italy and among the first in Europe, with assets of €322.4 billion and an international asset management presence with expertise in both liquid and private markets to support Private Bankers and their clients. Fideuram is committed every day to protecting and enhancing the assets of families and entrepreneurs, playing a key role in the country's growth and building a sustainable future.


Sprint Reply is the Reply Group company specialised in HyperAutomation, with the mission of creating automation platforms capable of solving concrete business problems, supporting customers in their transformation towards the Intelligent Enterprise and the adoption of a scalable and efficient Digital Workforce. Sprint Reply combines an execution-oriented engineering approach with strong experiences on 4 technology families: Robotic Process Automation, Computer Vision & ICR, AI & Machine Learning and Process Mining, devoting constant attention to R&D on various Artificial Intelligence topics.