New experience in customer communication with Banca Transilvania: Livia robot, non-stop information through Facebook Messenger or Skype

Banca Transilvania launches a new channel of interaction with customers, through Facebook Messenger and Skype, the Livia robot, with which they can find out information about the accounts, products and services they have at BT.

Unique in Romania, the chatbot offers non-stop and free of charge information that until now could be obtained only through BT teams in branches, agencies and call center: the IBAN and the balance of current accounts in lei, euro or dollars; payment amounts related to credit cards; the number of loyalty points accumulated on the STAR shopping card; details about installments, interest, commissions on loans or garnishments, respectively the exchange rate.

The confidentiality of the information received with the help of the Livia robot is conferred by the unique identification code (CIF), doubled by the one received on the phone, both of which must be completed at the initiation of the communication with the robot through Facebook Messenger or Skype. Each BT customer has a unique identification code, representing a seven-digit combination that appears in the IBAN of their own current account. The CIF can be found on the current account statement, including the one in BT24 Internet Banking or can be found in three other ways: in any BT headquarters, by email (contact@btrl.ro) or by phone, with the help of the BT Call Center team (0264.308.028).

How can I contact Livia Transilvania Bank's clients:

• Via Facebook: like the Livia page from BT → Messenger → Start → Registration (from the menu that appears displayed) → filling in with the financial identification code → filling in with the validation code received on the phone → asking the question in writing
• Via Skype: add Livia from BT in the contact list → Start → Registration (from the menu that appears displayed) → filling in with the financial identification code → filling in with the validation code received on the phone → asking a written question

The Livia robot project was initiated and developed in-house, at Banca Transilvania, through the collaboration of IT teams, Retail Products Development, Marketing & Communication. His story, which began with the question "Can we, at BT, do that?" can be watched on the BT Blog.

BT steps towards digitalization

Banca Transilvania is increasingly oriented towards launching digital solutions, and the most recent are the following:

• facilities at BT payment machines: depositing cash (lei, euro or dollars) in own account opened at BT and foreign exchange (2017);
• online shopping campaigns, the most recent being BaBeTe (2017);
• the possibility of opening an online bank account in RON, with a debit bank card attached, through BT Sign Up;
• authentication by unique password received by SMS for online transactions with the BT card;
• contactless bracelet, which can replace the card when paying for purchases both in the country and abroad;
• the possibility of authentication through the fingerprint on BT24 Mobile Banking;
• the first integrated platform for entrepreneurial doctors, www.diviziapentrumedici.ro;
• feeding KidCONT – a product dedicated to parents to save for their children – by debit card and without commission, through the www.kidcont.ro platform.

By launching the Livia robot, Banca Transilvania takes another step towards digitalization, giving customers mobility and time savings. The idea opens new perspectives in communication with BT, but also in financial education by contributing to the development of personal information and money management skills.