OTP Bank processes requests to postpone installments through DRUID chatbots and RPA bots
DRUID, the main provider of intelligent virtual assistant for Enterprise companies in Romania, and Future WorkForce, the largest One-Stop Shop for automating business processes through UiPath robots, announce the launch of the automated solution for postponing bank loan installments offered by OTP Bank.
Octavian, the AI-powered chatbot developed on the DRUID chatbot platform, provides bank customers with information about OTPDireckt or OTPay digital products and helps them through the filling of the website form. At the same time, robots designed by Future WorkForce validate the collected data, check customer eligibility against defined criteria, and validate the application. Thus, the processing time of an installment suspension request decreases from 10 minutes to 20 seconds.
Following the publication of the implementing measures regarding the postponement of installments for the Romanian citizens affected by the economic crisis, the number of calls taken by the OTP call center agents increased by 125%. OTP Bank quickly identified the need for an automation solution that would relieve overloaded call center agents and at the same time allow them to handle more requests.
Octavian, the AI-powered chatbot developed on DRUID technology, was trained to answer instantly to the most frequently asked questions about OTPDireckt or OTPay digital products, about branches or agencies, to filter messages coming through the website. When identifying a request to postpone installments, Octavian helps the customer fill in the available form, then transmits the data to an RPA bot that automates internal checks, designed by Future WorkForce.
The RPA bot processes the information coming from the chatbot or directly by email, validates the data against those in the bank’s systems, assesses the eligibility of the request, validates it, and uploads the file in the bank’s BPM solution.
“The collaboration between DRUID and Future WorkForce offers a modern automation solution that simplifies the interaction with customers through cutting-edge AI technology. OTP Bank can respond more quickly to requests for postponing loan installments, with a positive impact on customer satisfaction, and relieving call center agents will support employee satisfaction and productivity”, said Liviu Dragan, DRUID’s CEO.
“We are glad that we managed to help OTP Bank in a very short time. Together with our partners at DRUID we have implemented an easy-to-use solution for the bank’s customers, and with the help of UiPath technology, we have automated a complex business process that reduces the processing time of requests to postpone installments and relieves the overload of call center agents”, says Mihaela Moisa, Co-Founder of Future WorkForce.
“As a result of the special economic situation caused by COVID-19, we registered a large volume of requests to postpone loan installments that had to be processed in a short time. The two suppliers reacted promptly, understood our need for automation, and proposed a solution that responded to all our requests. We appreciated their availability to understanding the problem, the team’s expertise in the processes specific to the banking industry and especially the creativity with which they managed to overcome all the blockages”, stated Octavian Țelea, Digital Banking Director at OTP BANK.
“In situations like this, the speed of execution is critical. Both DRUID and Future Workforce have proven to be true professionals through an extremely fast implementation, which allowed us to respond promptly to our customers’ requirements”, states Nicolae Doca, Project Management Director at OTP BANK.