More than 1.3 million people interacted in 2025 with the Banca Transilvania Group through external communication channels that integrate artificial intelligence (AI).

Chatbots and the smart search and support option have become part of customers' daily experience, providing quick, streamlined, personalized, and available responses around the clock.

AI for customers

• 550,000 people accessed the AI Search option on the websites of the Banca Transilvania Group during last year, meaning +28% in 2025 compared to 2024. The AI Search option was used the most on the websites Question BT, Transilvania Bank and BT Go.
  
  
• Visitors ask, on average, three questions and stay in conversation with the chatbot for about three minutes. The most popular topics in 2025 were about products and the functionalities of the BT Pay and BT Go applications.
  
  
• Over 700,000 people used the Chat BT virtual assistant during the past year and made 1.5 million interactions. 80% of users found the searched information with the help of AI Search, only 20% also contacted members of the BT Contact Center & Customer Care team for additional information. The most frequent searches were about BT Pay, as well as about products and services offered by the Banca Transilvania Group. Chat BT was launched in January 2025.
  
  

AI for employees

Intern, last year, Transilvania Bank took another step regarding artificial intelligence, by launching the AIvolution program, intended for employees, to transform the way they work, collaborate and innovate through the responsible and efficient adaptation of AI technologies.

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, an internal usage rate of over 90% was recorded, and over 80% of BT employees with Copilot licenses believe these tools improve their work quality. The time saved is considered to be 1–2 hours/day, according to an internal BT survey.

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

Pioneer in the use of AI in banking

BT was the first bank in Romania to integrate artificial intelligence in communication, services, and products, with the launch of the chatbot on its own website, in 2017. The ongoing evolution of the Transilvania Bank AI ecosystem is supported through partnerships with key players in technology, such as DRUID, Microsoft and Crayon.

Investițiile Băncii Transilvania în tehnologie sunt orientate spre valorificarea potențialului inteligenței artificiale pentru a redefini experiența clienților și a eficientiza procesele interne. Prin integrarea responsabilă a soluțiilor AI, banca susține învățarea continuă, incluziunea și educația financiară, contribuind la gestionarea mai eficientă a banilor.