For customers who need information about deferring loan instalments — the status of their request, what the measure entails, etc. — or who want to apply, Banca Transilvania is launching an additional communication channel: the Ino chatbot. Customers can chat with the virtual assistant on the bank’s website, in the chat window on the homepage.

The chatbot is one of the digital projects the bank is prioritising at the moment. It was developed in-house by the BT Digital (Chatbots & Machine Learning), UI & UX, Customer Care & Call Center and Marketing, Communication & PR teams, using the platform provided by Drudit, Banca Transilvania’s partner for almost two years.

What customers can find out from the chatbot:

• The status of their request to defer instalments, for customers who have applied;
• The steps to apply online for the deferral of instalments;
• What deferring instalments entails;
• Interest, fees and insurance associated with loans;
• The eligibility criteria for the measure;
• How to opt out of the deferral.

Ino’s personality

The name Ino comes from innovation, reflecting BT’s focus on digital banking and its constant drive to offer customers online banking solutions. Ino communicates exclusively via chat, 24/7, and at this time it is helpful to customers interested in deferring loan repayments.

Banca Transilvania has 5 chatbots on the team: Livia (for retail customers, via Facebook Messenger, Skype and phone), Raul (for corporate customers, via Facebook Messenger or Skype), Dave (online assistant for the BT helpdesk team), AIDA (assistant for the bank’s team on HR-related topics) and, from now on, Ino as well.