Banca Transilvania integrates artificial intelligence into BT Pay

• BT Pay's newest feature is the virtual assistant
• BT is the first banking institution to integrate artificial intelligence into customer communication, services and processes

BT Pay users have at their disposal a virtual assistant (Chat BT) for information about the application's functionalities, as well as about Banca Transilvania's products and services. Powered by Machine Learing/machine learning artificial intelligence, Chat BT BT transforms the way customers interact with BT Pay by communicating with the virtual assistant directly from the app. Customers also have the option to continue chatting with a member of the bank's team.

The new functionality is being rolled out progressively, and at this stage, communication is in Romanian, with other languages to follow.

DRUID is Banca Transilvania's partner for the development of Chat BT.

BT is the first banking institution in Romania to integrate artificial intelligence in its customer communication, services and processes, both Robotic Process Automation (RPA) and Large Language Model (LLM). BT took the first step in 2017, with the launch of the first chatbot for customer communication. Another impactful integration, which simplifies interactions and has increased the accessibility of information, is Microsoft Azure OpenAI in 2023 and 2024, thanks to which visitors to the BT website, Ask BT and FIT - Finance for Everyone have the option of Search AI.

Banca Transilvania's investments in technology have always been focused on how artificial intelligence can change the customer experience and streamline BT and banking industry processes, contributing to learning, inclusion, financial education and, by extension, more efficient money management.