Over 200,000 answers to questions about Banca Transilvania accounts, products and services have been provided to customers by the Livia de la BT® chatbot via Facebook Messenger and Skype this year. The most requested information was about current account balances, card transactions, IBANs, garnishments and instalments on BT loans. 

Launched in May 2017, the chatbot is one of the channels available to Banca Transilvania customers for interacting with the bank, alongside branches and agencies, the call center team, the Intreb BT Q&A platform and social media.

Details:

• Livia de la BT® provides information on the IBAN and the balance of current accounts in RON, EUR or USD; 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.
• Information confidentiality is ensured by the financial identification code (CIF), paired with the code received on the phone; both are required when starting a conversation with the chatbot. Each BT customer has a unique identification code, a combination of seven digits that appears in the IBAN of their current account. The CIF is shown on the current account statement and can be found as follows: via BT24, at any BT location, by email (contact@btrl.ro) or by phone (0264.308.028).
• Customers who have interacted so far with Livia de la BT® and received the information they needed no longer had to contact the call center team or visit Banca Transilvania branches, as the information is available 24/7 thanks to the chatbot.

How Banca Transilvania customers can reach the Livia chatbot:

• Via Facebook: like the Livia de la BT page → Messenger → Start → Register (from the displayed menu) → enter the financial identification code → enter the verification code received on the phone → type your question

• Via Skype: add Livia de la BT to your contacts → Start → Register (from the displayed menu) → enter the financial identification code → enter the verification code received on the phone → type your question

The Livia de la BT® chatbot helps customers build the habit of managing the information they need in their relationship with Banca Transilvania.

MULTIMEDIA FILES

	Livia de la BT infographic Download