Banca Transilvania is launching a new customer interaction channel via Facebook Messenger and Skype, the Livia bot, through which customers can get information on the accounts, products and services they have with BT.

First of its kind in Romania, the chatbot provides information 24/7, free of charge, that until now could be obtained only from BT teams in branches, agencies and the call center: the IBAN and the balance of current accounts in lei, euro or US dollars; amounts due on credit cards; the number of loyalty points accumulated on the STAR shopping card; details on instalments, interest and fees on loans or garnishments, as well as the exchange rate.

The confidentiality of the information received via the Livia bot is ensured by the unique customer identification code (CIF), paired with the code received on the phone, both of which must be entered when initiating a conversation with the bot through Facebook Messenger or Skype. Every BT customer has a unique identification code — a seven-digit combination that appears in the IBAN of their current account. The CIF can be found on the current account statement, including the one in BT24 Internet Banking, or obtained in three other ways: at any BT location, by email (contact@btrl.ro) or by phone with help from the BT Call Center team (0264.308.028).

How Banca Transilvania customers can get in touch with Livia:

• Via Facebook: like the Livia de la BT page → Messenger → Start → Register (from the menu displayed) → enter your customer identification code (CIF) → enter the validation code received on your phone → type your question
• Via Skype: add Livia de la BT to your contacts → Start → Register (from the menu displayed) → enter your customer identification code (CIF) → enter the validation code received on your phone → type your question

The Livia bot project was initiated and developed in-house at Banca Transilvania, through the collaboration of the IT, Retail Product Development, and Marketing & Communication teams. Its story, which began with the question “Could we do something like this at BT?”, can be read on the BT Blog.

BT’s steps towards digitalization

Banca Transilvania is increasingly focused on launching digital solutions, and the most recent are:

• enhancements at BT self-service payment machines: cash deposits (in lei, euro or US dollars) into the customer’s own account at BT and foreign exchange (2017);
• online shopping campaigns, the latest being BaBeTe (2017);
• the option to open a bank account in lei online, with a debit card attached, via BT Sign Up;
• authentication using a one-time password received by SMS for BT card online transactions;
• a contactless wristband that can replace the card when paying for purchases, both in Romania and abroad;
• fingerprint authentication in BT24 Mobile Banking;
• the first integrated platform for entrepreneurial doctors, www.diviziapentrumedici.ro;
• funding KidCONT – a product designed for parents to save for their children – by debit card and with no fee, via the platform www.kidcont.ro.

By launching the Livia bot, Banca Transilvania is taking another step towards digitalization, offering customers mobility and time savings. The idea opens new avenues in communication with BT, and also in financial education by helping build habits for the personal management of information and money.