Banco Azteca, one of Mexico’s largest financial institutions, has expanded its automation program to 8,800 enterprise processes using UiPath’s Maestro orchestration platform. The deployment covers more than 300 automations, equating to the operational capacity of over 3,300 full-time employees, according to the bank.
The initiative, launched in 2020, is managed by an internal AI and robotic process automation Center of Excellence staffed by more than 20 developers, business analysts, and data scientists. Manuel Delgado Forey, Chief Operating Officer and Head of Customer Service at Banco Azteca, said the focus has shifted from automating individual tasks to coordinating entire business processes.
Automated workflows span customer service, compliance, fraud prevention, back-office operations, post-sales support, legal, procurement, human resources, and social media functions. The system also integrates with Grupo Elektra’s retail e-commerce platform, Elektra.mx, to handle cancellation, delivery, and order-related requests in coordination with third-party sellers. This includes managing incoming communications, seller outreach, follow-up requests, response monitoring, and routing exceptions to employees for resolution.
Banco Azteca plans to extend its automation model to anti-money laundering initiatives and ATM monitoring, aiming to optimize cash distribution based on customer demand.
