Banca Transilvania uses Druid's INO AI agent to ease pressure on customer support
Banca Transilvania adopted INO, an AI agent built on the Druid AI agent platform, to handle repetitive customer support requests in Neo, BT24 and BT Pay through FAQs and live dialogue with call center agents, easing pressure on its contact center.
Overview
Banca Transilvania adopted INO, an AI agent built on the Druid AI agent platform, to handle repetitive customer support requests in Neo, BT24 and BT Pay through FAQs and live dialogue with call center agents, easing pressure on its contact center.
This entry has 11 published fields tied to exact passages in an immutable source capture.
Inspect the highlighted sourceThe challenge
In the last 3 years, the number of calls to Banca Transilvania's contact center multiplied, leading to longer handling times and higher costs that negatively affected the customer experience.
The solution
Banca Transilvania deployed INO, an AI agent developed on the Druid AI agent platform, to solve repetitive requests from the support area in Neo, BT24 and BT Pay through FAQs and live dialogue with customer support agents. INO was trained for FAQ support and live conversations with call center agents, has self-help sections, and is an alternative channel for updating data online. It is available 24/7 on the bank's website, Neo and the BT24 login page.
Reported business value
The source states that adopting AI agents has enabled faster and more effective customer service and positioned the bank to streamline customer interactions; it gives no quantified results.
Sources
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This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
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