• BT Pay’s newest feature is the virtual assistant
• BT is the first banking institution to integrate artificial intelligence into client communications, services and processes

BT Pay users now have access to a virtual assistant (Chat BT) for information about the app’s features as well as Banca Transilvania products and services. Powered by machine-learning AI, Chat BT is transforming how customers interact with BT Pay by enabling in‑app conversations with the virtual assistant. Customers can also choose to continue the conversation via chat with a member of the bank’s team.

The new capability is being rolled out gradually; at this stage, communication is available in Romanian, with other languages to follow.

DRUID is Banca Transilvania’s partner for the development of Chat BT.

BT is the first bank in Romania to integrate artificial intelligence into its client communications, services and processes, using both Robotic Process Automation (RPA) and Large Language Models (LLM). BT took its first step in 2017 with the launch of its first customer communication chatbot. In 2023 and 2024, the integration of Microsoft Azure OpenAI — another high‑impact development that simplifies interactions and expands access to information — made the Search AI option available to visitors to the BT website, Întreb BT and FIT – Finance Explained for Everyone.

Banca Transilvania’s investments in technology consistently focus on how artificial intelligence can change the customer experience and streamline processes at BT and across the banking industry, contributing to learning, inclusion, financial education and, in turn, more effective money management.