OTP Bank uses DRUID agentic AI to enhance customer support, automate credit deferrals, and boost efficiency amid evolving financial regulations.
In today's rapidly evolving financial landscape, banks are increasingly turning to advanced technologies to streamline operations and enhance customer experiences. OTP Bank has exemplified this shift by integrating agentic AI solutions to address the growing demand for efficient and personalized banking services.
OTP Bank experienced a 125% spike in customer inquiries, placing significant strain on its support infrastructure. The surge in volume led to increased handling times, operational bottlenecks, and rising service costs. As a leading financial institution known for its customer-centric approach, OTP Bank recognized the urgency to act.
The bank needed a solution that could be rapidly deployed, deliver immediate relief to overwhelmed teams, and uphold its high service standards. Beyond just easing the load, the solution had to empower support agents to manage a growing number of requests, without compromising quality or customer satisfaction.
OTP Bank set out to find an intelligent, scalable approach. The answer? A fast, flexible, and efficient AI agent capable of managing demand while elevating the overall service experience.
To meet the rising demand and maintain service excellence, OTP Bank implemented OCTAVIAN—an advanced AI agent developed with DRUID’s agentic AI platform. Embedded on the bank’s website, OCTAVIAN delivers real-time, personalized assistance around the clock, helping customers navigate OTPDirekt and OTPay digital services and seamlessly submit credit payment deferral requests.
Behind the scenes, OCTAVIAN collaborates with UiPath’s RPA technology to automate key decision points. It validates user-submitted data, cross-checks eligibility based on predefined criteria, and determines application outcomes autonomously. Once the eligibility is confirmed, OCTAVIAN uploads the request directly into the bank’s business process management (BPM) system, completing the workflow from inquiry to resolution without human intervention.
The results are striking: the average request processing time was slashed from 10 minutes to just 20 seconds, a 30x efficiency boost. This not only freed up human agents to focus on complex issues but also drastically improved the customer experience with near-instant resolutions.
Recent industry insights—such as those from The Economist Intelligence Unit—reveal that 77% of banking executives believe the ability to harness AI will define the next generation of market leaders. As digital-first expectations become the norm, banks must rethink traditional service models and invest in technologies that enhance speed, personalization, and scalability.
OTP Bank’s successful integration of agentic AI illustrates how early adoption of smart digital coworkers can create a lasting competitive edge. By reengineering customer interaction models through autonomous AI agents, the bank has positioned itself as a pioneer in digital transformation. This approach not only improves operational agility but also sets a strong foundation for future innovations in intelligent banking.
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