Cetelem uses DRUID AI to simplify the process of updating personal data

BNP Paribas Personal Finance Bucharest Branch has chosen a DRUID AI virtual assistant to simplify the process of updating personal data for Cetelem customers, the bank’s commercial brand.

The chatbot, available on the company's website, provides an easy way to interact with customers and guides them to effortlessly scan ID cards in a fully-GDPR compliant process that eliminates human error. The DRUID robot extracts the necessary data by processing the documents using OCR and AI technology, then using SQL integrations to store the collected data in the business systems. The smart virtual assistant provides the bank's internal users with conversational flows to quickly access the information collected and download detailed reports.

The periodic updating of personal data is a legal requirement for all financial institutions across Europe, in a process that traditionally is time-consuming for both the client and the bank's employees. DRUID conversational applications now contribute significantly to streamlining business processes.

"We strive to keep our customers at the center of everything we do. In this case, we tried to take a legally mandated process and make it easier for the client, save him time, and offer an exceptional user experience. The chatbot we implemented did just that: more than 600 individual users interacted with the chatbot in the first 30 minutes of its implementation. Over 70% of Cetelem customers who have updated their data have already used the DRUID chatbot", said Miruna Senciuc, CEO BNP Personal Finance Bucuresti (Cetelem).

"Digitalized services are now a staple in banking and an easy way that financial institutions can provide improved, convenient services to their customer base. The chatbot we implemented for Cetelem has, in just two months, handled over 400,000 messages, having thus become the most used chatbot DRUID has ever implemented", said Liviu Dragan, CEO of DRUID.

About DRUID
DRUID (www.druidai.com) is a global leader in Conversational AI Automation. DRUID’s no-code platform enables enterprises to automate customer and employee communications using AI-driven virtual assistants. 500 predefined conversational skills and award-winning native connector with UiPath bots offer 3x-5x faster deployments. DRUID is available in any deployment scenario and supports conversations in any language and on any digital channel.

About Cetelem - BNP Paribas Personal Finance commercial trademark
Starting with March 1, 2018, Cetelem (www.cetelem.ro) IFN SA became - BNP Paribas Personal Finance SA Paris Bucharest Branch, as a result of the strategic cross-border merger between Cetelem IFN SA and BNP Paribas Personal Finance. After the completion of the merger process, the commercial activity in Romania continued under the Cetelem brand, known to the Romanian consumer credit public. The company continues to provide in-store consumer credit services, credit cards, car loans, personal loans, either at the point of sale or remotely, by phone or the Internet. In the more than 16 years since it has been present on the Romanian market, Cetelem has offered over 1,8 million loans.