Sathishkumar Palanisamy focuses on finding the right technology to make digital processes more efficient at Discover.

The payments network giant is deploying new tech, including AI and gen AI, throughout its operations to pinpoint operations that can be streamlined through existing technology like robotic process automation (RPA) and other automations, the expert enterprise architect told Bank Automation News.

Rather than looking at a specific technology and evaluating how it can be used, Discover first aims to identify bottlenecks in processes, then identify the right tech to solve the problem, Palanisamy said during a panel at the recent Bank Automation Summit 2025.

Discover has deployed AI to make KYC and risk-monitoring processes more efficient while deploying RPA and other automation for documentation tasks, Palanisamy said.

“We always keep in mind how the solution fits with our long-term strategic goals,” Palanisamy said. “This approach helps us to align our business and technology needs and also helps us to find the right solution for successful implementation.”

Palanisamy shared details of Discover’s priorities about the technology the company is using to eliminate mundane tasks in a recent interview with Bank Automation News. What follows is an edited version of that conversation:

Bank Automation News: What does your role as expert enterprise architect at Discover Financial Services entail?

Sathishkumar Palanisamy: My role focuses on driving the organization’s technology strategy and architecture to align with business objectives and foster scalable growth. I specialize in domain architecture for hyper automation, where I design end-to-end automation across business processes using advanced technologies like agentic AI, machine learning and robotic process automation.

I am also tasked with executing the long-term architectural roadmaps, ensuring the technology landscape evolves in line with Discover’s strategic goals.

BAN: How do you determine which workflows make it to the proof-of-concept process and beyond?

SP: We assess the potential business value of automating a given workflow. Does it significantly improve efficiency, reduce costs or enhance customer experience? We prioritize workflows that offer high return on investment and align with strategic business objectives.

Identifying the complexity of the problem that we are trying to automate is also important. Workflows that are too complex, highly variable, or not well-documented are less likely to succeed in automation. Simpler, more predictable processes are often selected for the [proof of concept] to demonstrate quick wins.

We also consider the frequency and volume of the process.

High-volume, repetitive tasks are prime candidates for automation because they tend to deliver immediate and measurable benefits. The more frequently a process occurs, the more valuable automation becomes.

BAN: How essential is leadership support when it comes to deploying new tech for a given process?

SP: We ensure there is strong business and IT leadership support for the workflow. Stakeholders’ buy-in is critical, as it helps ensure that resources will be allocated, and the project will have the necessary backing to succeed.

Regular evaluation of your architecture and technology implementation is essential for continuous improvement, which is only possible when there is leadership support from the organization.

BAN: What’s your approach to tailoring the ideal automation technology for each segment in the organization?

SP: To build the right automation technology ecosystem for any organization, it’s essential to take a comprehensive, tailored approach. Our process of technology modernization and simplification focuses on six key areas that drive sustainable and scalable solutions for both business and technical success. These areas are designed to meet the needs of every stakeholder, from developers to decisionmakers, all while fostering a product-centric culture.

Our key pillars are:

• Capability mapping;
• Strategy and principles;
• Current to target state;
• Modernize reviews;
• Innovation process; and
• Non-biased evolution.

BAN: What factors does Discover prioritize when it comes to building new solutions?

SP: Scalability. A seamless integration framework is essential to enable automation at scale. Whether it’s integrating new technologies or optimizing existing tools, the goal is to create a fully connected environment that maximizes efficiency, reliability and flexibility.

Cloud-based solutions are also prioritized while developing new technologies. We believe in the importance of cloud-agnostic technologies to ensure that your solutions are not limited by any single provider. This flexibility enables you to scale and innovate with confidence, knowing that you can adapt to future technology shifts without being locked into a single vendor.

Follow coverage of Bank Automation Summit 2025 at finainews.com.