Nordea robots saved it from hours of GDPR tasks

Robotics Process Automation, an emerging technology, helped the giant Scandinavian financial services group, Nordea, cut the number of times it spent on GDPR requests from hours to minutes, says the company.

“GDPR is a good example of a process that can be robotised as it’s based on a clear set of rules and steps,” said Hampus Gerlach, Senior Execution Lead, Robotics Center of Excellence, on a company blog recently.

Nordea, the largest financial services group in the Nordic region and one of the biggest banks in Europe, knew GDPR would result in requests from customers exercising their rights to access personal data and to receive the personal data that they had provided to the company. “We also knew,” said Mr Gerlach

“that this could potentially create a significant amount of manual work. But what we didn’t know was just how much extra work this would create.”

The solution was Robotics Process Automation or RPA.

According to an interview conducted by McKinsey, with Leslie Willcocks, professor of technology, work, and globalization at the London School of Economics’ department of management, RPA “takes the robot out of the human. The average knowledge worker employed in a back-office process has a lot of repetitive, routine tasks that are dreary and uninteresting. RPA is a type of software that mimics the activity of a human being in carrying out a task within a process. It can do repetitive stuff more quickly, accurately, and tirelessly than humans, freeing them to do other tasks requiring human strengths such as emotional intelligence, reasoning, judgment, and interaction with the customer.”

“We needed a low-cost, highly flexible solution that could handle these requests quickly and efficiently. So we brought in a new type of flexible workforce that can be called in when we need them – robots. In this case, traditional IT automation would have been too costly and taken too much time,” said Mr Gerlach.

He explained: “While every GDPR request could have taken us one to three hours to process manually, our virtual colleagues will now instead handle a significant part of the work for us, cutting down the human time we will spend on a request to just a matter of minutes.”

The company says that RPA helped it solve new challenges created by GDPR with new solutions.


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