Internal Efficiency, External Satisfaction
A seamless customer experience can be worth at least as much as a superior product or efficient process-building customer loyalty, reducing costs, making employees happier, and boosting revenues significantly. In the case of a bank, compelling customer experience transformation must recognize the complexities of the bank’s relationships with customers and prioritize the elements that matter most: speed, simplicity, seamlessness.
The introduction of AI agents has led to increased employee productivity and cost savings for the bank
DAVID’s implementation was first designed as a pilot project for 1,200 employees. Its success within this environment prompted it to be deployed on a national level, across the 509 Banca Transilvania offices. Now customers benefit from a more streamlined and satisfying experience.
with over 6700 employees who actively used David
Banca Transilvania knew that future operations must be drivers of innovation. Internal processes needed to be optimized, with positive effects on both the internal teams (increased productivity) and, consequently, on customers who stand to receive a better service altogether. The following were the bank's main goals:
As the market leader, Banca Transilvania felt it needed to benchmark how customers and banks interact to create a seamless, frictionless experience on both ends.
- Automate help desk support to increase employee productivity.
- Help with reports, interest calculations, various verifications, and troubleshooting for internal apps.
- Implement automating the process of closing a clients’ account and products to reduce customer waiting time.
The Challenge
Constant technological progress and contemporary market forces push industries to evolve and adapt continuously. Banking is no exception. It is one of the sectors that is currently most active in adjusting its ways of work to satisfy the exacting needs of the modern, global consumer.
Financial institutions are increasingly forced to dedicate more energy and resources to improving the customer’s experiences. This begins with remapping traditional banking processes to adapt them to modern expectations of speed and simplicity.
The Solution
With DRUID’s expertise and technology know-how, the AI agent DAVID was developed and deployed. DAVID is a fully integrated intelligent AI agent designed especially for Banca Transilvania’s operations helpdesk team, built on DRUID's agentic AI platform. Its main objective is to improve access to information and help troubleshoot any issues for employees while working with any of the apps in the bank’s specific ecosystem.
At the same time, DAVID focuses on reducing the possibility of human errors by automating interest rate calculations, generating reports, automatically completing various notifications for clients, or performing almost instantaneous verifications and checks. It also connects the back office with front office employees through a route to agent solutions for faster interaction.
Learnings
Banks, operating in a highly regulated environment, often rely on standardized processes to ensure compliance. However, changing customer expectations and louder demands for speed and flexibility push banks to reconsider their traditional way of working and to seek digital solutions for increased automation.
Intelligent AI agents and agentic AI solutions enable fast results, guaranteed ROI, and minimal disruption in a bank’s internal human resources tableau in this complex context. In the next ten years, McKinsey estimates that 75% to 80% of transactional operations will be automated.
Operational staff will be more focused on working closely with clients to offer creative solutions for their needs. Automation and artificial intelligence, already an essential part of consumer banking, will penetrate operations far more deeply in the coming years, delivering benefits not only for a bank’s cost structure but also for its customers.
