Recent economic shifts have presented challenges for individuals and businesses alike. To support customers during these times, governments implemented measures that increased demand for financial services and led to a surge in customer support requests.
In the last 3 years, the number of calls to Banca Transilvania’s contact center multiplied. This increased volume led to longer handling times and higher costs, negatively impacting the customer experience.
Customers want the convenience and practicality of online and omnichannel banking, but they also expect personalized interactions. Quite simply, they want to be able to speak with their bank anytime, anywhere, and from any device. Nowadays, the basic human need for support has never been more evident – or more necessary.
Banca Transilvania saw the opportunity to put a stronger emphasis on the bank-customer relationship. It switched its perspective and looked to digitalization to provide the tool that would bring it closer to its customers.
The solution is INO, an AI agent developed on the DRUID AI agent platform that would solve repetitive requests from the support area in Neo, BT24, and BT Pay through FAQs and live dialogue with customer support agents.
More specifically, INO was trained for FAQ support, and live conversations with call center agents and has self-help sections. It is also an alternative channel for updating data online. The AI agent is available 24/7 on the Banca Transilvania website, Neo and BT24 Login page.