Case Study: OTP Bank improves customer support and speeds credit deferrals with DRUID conversational AI

OTP Bank Improves Customer Support In Critical Pandemic Times With The Use of An Intelligent Virtual Assistant

OTP Bank, a major financial services provider in Central and Eastern Europe, faced a significant surge in customer service requests due to new credit deferral legislation enacted during the COVID-19 pandemic. The bank needed to manage a 125% increase in inquiries, reduce processing time for deferrals, and lessen the immense workload on its call center and back-office personnel. To address this, OTP Bank partnered with vendor Druid to implement an intelligent virtual assistant solution.

Druid provided an AI-powered chatbot named OCTAVIAN, built on its conversational technology. The solution automated the customer eligibility check and application process for payment deferrals, integrating with UiPath RPA bots for backend validation. This resulted in a 30-fold decrease in the time to serve clients, cutting the process from 10 minutes to just 20 seconds. The implementation by Druid saved 97% of agents' time and enabled the back-office to handle three times more requests with the same staff.

OTP Bank

Nicolae Doca

Director of Project Management