RomaniaFinance and insurance2020 – ongoingOTP Bank Romania
Octavian chatbot for loan-payment deferral requests
OTP Bank Romania combined a chatbot with RPA and reported deferral processing falling to 20 seconds
Problem
Loan-payment relief measures caused a surge in calls to OTP Bank Romania. Call-centre staff needed help collecting and processing requests.
Approach
DRUID's Octavian assistant answered questions and helped customers complete a deferral form. It passed the collected information to UiPath robots developed by Future WorkForce. Those robots checked bank records and eligibility rules before submitting the application to the bank's workflow system.
Results
Takeaway
The reported processing improvement covered a combined chatbot and RPA workflow. Eligibility checks were performed by the rule-based robots.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIRobotics and automation
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
DRUID announced a deployed payment-deferral workflow combining its assistant with Future WorkForce's RPA implementation. It reported processing falling from 10 minutes to 20 seconds.
Full details are in the original sources.
