Document Processing
One area that the bank needed to automate to enhance its service was document processing. “Initially, a customer would bring the documents to a branch or email them, then our branch employee would print, scan, and then send them to the back office to manually extract the information," Georgia Zevgaropoulou elaborates.
Reported impact
This cutting-edge solution has improved the bank’s accuracy to 90%. By seamlessly integrating the solution with customer-facing systems, NBG has transformed its customer experience, enabled a fully digital journey, and drastically reduced waiting times.
National Bank of Greece used Azure AI Document Intelligence, Azure Cognitive Services, Microsoft Dynamics 365 to turn complex business content into faster digital workflows. One area that the bank needed to automate to enhance its service was document processing. “Initially, a customer would bring the documents to a branch or email them, then our branch employee would print, scan, and then send them to the back office to manually extract the information," Georgia Zevgaropoulou elaborates. Key implementation elements included Azure AI Document Intelligence extracts and structures information from business documents; Azure Cognitive Services adds speech, vision, or language capabilities required by the experience; Microsoft Dynamics 365 provides the common business process layer that standardizes operations; Microsoft Azure hosts the application, data, and integrations on scalable cloud infrastructure. Business documents and enterprise content are ingested into the AI workflow,...
Business documents and enterprise content are ingested into the AI workflow, classified or summarized by the model layer, and routed into the application or operations process where employees can review and act on the output.
One area that the bank needed to automate to enhance its service was document processing. “Initially, a customer would bring the documents to a branch or email them, then our branch employee would print, scan, and then send them to the back office to manually extract the information," Georgia Zevgaropoulou elaborates.
So, it was an easy decision to continue with Azure.” “We were able to build the Document AI solution using Azure in less than four months.” Georgia Zevgaropoulou, Head of AI Sector in Artificial Intelligence and Technology Innovation Division, National Bank of Greece NBG started by analyzing 50 million pages of documents to create a dataset.
The bank serves 6 million customers and operates 356 branches across Greece.
This cutting-edge solution has improved the bank’s accuracy to 90%. By seamlessly integrating the solution with customer-facing systems, NBG has transformed its customer experience, enabled a fully digital journey, and drastically reduced waiting times.
“When we tried Azure AI Document Intelligence—or Form Recognizer, as it was known then—for document processing, the results were impressive in terms of accuracy and the time to market.
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The report states that the Group had "a workforce as at 31 December 2025 of 7,877 employees (Bank: 6,506)."
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