Provident uses DRUID to expedite access to data and improve sales team efficiency

Provident uses DRUID conversational AI technology to expedite access to information and improve sales team efficiency

Provident Financial Romania, part of the International Personal Finance (IPF) group, the largest home credit business in Europe, has chosen DRUID technology to enable instant access to business and HR data with the aim of facilitating a boost in employee engagement and efficiency.

The company has implemented EMA, a customized AI virtual assistant built to harness the full power of conversational AI technology to quickly connect to internal systems and streamline access to information and collaboration. EMA uses AI to simplify and automate HR processes, providing a self-service platform where employees can submit leave requests, automatically generate certificates, check payslips and extra-salary benefits, or request files from the electronic HR folder.

In Romania, Provident has a team of 1,400 field sales representatives that interact with customers directly at their homes and that are supported by a few hundred back-office colleagues, working from the office or remotely. Consequently, accessing consolidated information from multiple internal business systems in real-time and being able to quickly solve administrative tasks frees up valuable time and has a positive impact on productivity.

EMA is designed to improve the efficiency of retrieving internal information, regardless of the storage system, automate HR admin tasks, offset back-office workloads towards higher value-added tasks, design a mobile-friendly solution and offer a simplified, efficient experience with HR.

Moreover, employee engagement is improved on an ongoing basis, thanks to permanent access to the necessary information, with 100% accuracy and 0 delays. The HR management process is streamlined, given the fact that a significant part of the sales representatives’ time is freed. Moreover, EMA is a flexible virtual assistant that can be easily trained and personalized, thus supporting the ongoing process of business digital transformation.

"Similar to most companies that rely on a workforce that is tasked with directly interacting with customers, our activity has been transformed by the pandemic, as well as by the hybrid or work from home models, when it comes to our back-office employees. Our aim is to make sure that they are operating at their maximum potential, while also being fully supported, regardless of whether they work directly with customers or as part of the teams that offer them support. By implementing EMA in partnership with DRUID, we have managed to optimize the way our workforce spends its time and to improve business results", said Oana Negut, Business Innovation Manager, Provident.

"In today’s competitive business landscape, also impacted by the new reality of work set in motion by the pandemic, companies need to adjust and learn as they go. By partnering with Provident, we are proud to be helping them not only in supporting the HR department to automate repetitive tasks but also in ensuring that their customers have an exceptional experience", said Liviu Dragan, CEO of DRUID.

DRUID ( 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 Provident
Provident Financial Romania ( is part of the British group International Personal Finance (IPF), Europe’s largest home credit business. Ever since 2006, Provident invested over 376 million euros in Romania. The company is the second-largest British employer in Romania, with almost 2,000 employees. Ever since the business was established on the local market, it invested over 1,1 million euros in community-driven initiatives, developing and supporting several social responsibility initiatives, ranging from financial education programs to support the development of young artists or to supporting disadvantaged groups.

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