{"slug":"banca-transilvania-uses-druid-s-ino-ai-agent-to-ease-pressure-on-customer-support","url":"https://findausecase.com/use-cases/banca-transilvania-uses-druid-s-ino-ai-agent-to-ease-pressure-on-customer-support","title":"Banca Transilvania uses Druid's INO AI agent to ease pressure on customer support","description":"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.","company":"Banca Transilvania","industry":"Financial Services","aiCapabilities":["Conversational AI"],"technology":["Druid AI Agent Platform"],"deployment":"Unknown","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://www.druidai.com/case-studies/banca-transilvania-banking-customer-support-ai-agent","dates":{"publishedAt":"2026-11-13T05:46:10.900Z","publishedAtSource":"pipeline","updatedAt":"2026-11-13T05:46:10.900Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/banca-transilvania-uses-druid-s-ino-ai-agent-to-ease-pressure-on-customer-support. Bulk republication requires permission."}