In a proactive step towards further modernization, KeyBank has adopted the NiCE Actimize X-Sight AI Enterprise Platform to revolutionize its approach to combating financial crimes and streamline operational efficiency. As one of the largest bank-based financial institutions in the United States, KeyBank is committed to leveraging innovative technology to stay ahead of evolving threats and deliver a more effective banking experience.

The bank’s primary goal was to enhance its ability to swiftly detect and respond to fraud and money laundering activities while reducing operational disruptions caused by system downtime. With the deployment of NiCE Actimize’s SaaS-based platform, KeyBank now benefits from an integrated, resilient system that supports rapid issue resolution and increased platform reliability, ensuring a seamless and customer-centric service.

A key feature of this modernization is the platform’s agility, powered by NiCE Actimize’s Integrated Fraud Management (IFM), which allows KeyBank to adapt workflows and implement new compliance protocols quickly, responding effectively to shifting regulations and emerging fraud schemes. The bank also integrated NiCE’s ActOne case management system and expanded its capabilities with X-Sight Enterprise for Anti-Money Laundering, including Customer Due Diligence (CDD), further strengthening its defenses.

“Future-proofing our operations was a top priority,” said Amy Brady, Chief Information Officer at KeyBank. “Transitioning to NiCE Actimize’s X-Sight platform has enabled us to maintain consistent performance, reduce costly manual upgrades, and respond more nimbly to regulatory changes—all while enhancing the customer experience.”

CEO of NiCE Actimize, Craig Costigan, emphasized the platform’s transformative potential: “X-Sight simplifies the complexity of managing multiple systems, providing a comprehensive view of transactions and risks. Its automation capabilities mean banks can access the latest analytics and fraud detection innovations without delays, ensuring they remain ahead of the curve.”

Beyond its fraud prevention capabilities, KeyBank is also utilizing NiCE’s AI-driven workforce automation tools to optimize staffing and operational workflows. The bank has improved reporting accuracy by automating forecasting and scheduling and achieved its service level goals throughout the year. Notably, during peak periods, hundreds of hours were saved through NiCE’s self-service PTO bidding feature, allowing employees more flexibility and enabling the bank to serve its customers better.

Amy Brady, Chief Information Officer at KeyBank