Navigating Economic Uncertainty: How AI Helps Banks Adapt to Increased Customer Demand
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.
92,000 sessions/month
INO, an AI agent developed on the DRUID agentic AI platform that can respond to customer requests from the support area in Neo, BT24, and BT Pay through FAQs and live dialogue with customer support agents.
The challenge for Banca Transilvania was to optimize its customer service and reduce the pressure on its customer support center agents while also offering customers a fast means to rapidly solve their requests. To achieve this, Banca Transilvania needed to adopt digital solutions that could handle repetitive queries and provide instant support to customers, improving both efficiency and satisfaction.
- Accelerate customer access to relevant information.
- Ensure consumer satisfaction.
- Lessen demands on customer support personnel.
- Reduce customer support time.
- Growing the live channel (chat to AI agent & human agent) to better assist clients who prefer online communication.
The Challenge
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.
The Solution
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.
Learnings
Digital capabilities and more customer-centricity are immediate critical enablers for serving customers effectively. The agentic AI tech provides a competitive advantage for early adopters.
A Deloitte study, focused on the banking industry, highlights that banks who proactively embrace digital transformation and embed innovative practices into their operations are better positioned for success. For example, the study found that 84% of banks using AI have improved their fraud detection capabilities, and 75% have seen enhanced customer experience through personalized AI-driven insights. These findings underscore the importance of leveraging technology to drive efficiency, manage risk, and meet evolving customer expectations in the banking industry.
Banca Transilvania's adoption of AI agents has enabled them to provide faster and more effective customer service. This strategic move has positioned the bank to streamline customer interactions, improve satisfaction, and build long-term loyalty.
