In 2025, over 1.3 million people interacted with Banca Transilvania Group through external communication channels that integrate artificial intelligence (AI).

Chatbots and the smart search and support option have become part of the daily customer experience, providing quick, simplified, personalized, and round-the-clock responses.

AI for customers 

• 550,000 people accessed the AI Search option on Banca Transilvania Group websites last year, representing a 28% increase in 2025 compared to 2024. The AI Search option was used most frequently on the Întreb BT, Banca Transilvania, and BT Go websites.
  
  
• Visitors ask an average of three questions and remain in conversation with the chatbot for approximately three minutes. The most popular topics in 2025 were about products and the features of the BT Pay and BT Go apps.
  
  
• Over 700,000 people used the Chat BT virtual assistant last year and had 1.5 million interactions. 80% of users found the info they were looking for with AI Search, and only 20% reached out to the BT Contact Center & Customer Care team for more info. The most frequent searches were about BT Pay, as well as about products and services offered by Banca Transilvania Group. Chat BT was launched in January 2025.
  
  

AI for employees

Internally, last year, Banca Transilvania took another step forward in artificial intelligence by launching the AIvolution program for employees, designed to transform the way they work, collaborate, and innovate through the responsible and efficient adaptation of AI technologies.

The Microsoft 365 Copilot and GitHub Copilot assistants, which help accelerate new habits in employees' daily work, are an example of an AI integration project within the bank's team. In this regard, internal usage has exceeded 90%, and over 80% of BT employees with Copilot licenses believe that these tools improve the quality of their work. The estimated time saved is 1–2 hours/day, according to an internal BT survey.

Another example is the integration of AI into certain activities of the BT Contact Center & Customer Care team to increase efficiency in customer support.

Pioneer in the use of AI in banking

BT was the first bank in Romania to integrate artificial intelligence into communication, services, and products, with the launch of a chatbot on its website in 2017. The continuous evolution of Banca Transilvania's AI ecosystem is supported by partnerships with key players in technology, such as DRUID, Microsoft, and Crayon.

Banca Transilvania's investments in technology are geared towards harnessing the potential of artificial intelligence to redefine the customer experience and streamline internal processes. Through the responsible integration of AI solutions, the bank supports continuous learning, inclusion, and financial education, contributing to more efficient money management.