Case Study: OTP Bank achieves faster credit deferral processing and improved customer support with Druid AI agents

OTP Bank's Strategic Integration of Agentic AI to Enhance Customer Support and Operational Efficiency

OTP Bank turned to Druid when a 125% spike in customer inquiries and credit deferral requests strained its support teams during a period of shifting legislation. The bank needed a faster way to handle requests, improve access to information, automate eligibility checks, and reduce the workload on back-office staff. Druid’s agentic AI platform was used to help address these challenges.

Druid implemented OCTAVIAN, an AI agent embedded on OTP Bank’s website that provided 24/7 personalized assistance and guided customers through digital banking and credit deferral requests. Working with UiPath RPA and OTP Bank’s BPM system, the solution validated data, checked eligibility, and submitted approved requests automatically. The result was a drop in average request processing time from 10 minutes to 20 seconds, delivering a 30x efficiency gain and freeing human agents for more complex cases.

OTP Bank