Just a few months after Banca Transilvania announced the integration of artificial intelligence into BT Pay (January 2025), Banca Transilvania’s banking and lifestyle app has recorded over 1 million customer interactions via Chat BT, its AI-powered service.

What the trend shows

• People’s desire and need for simple, fast, anytime-available solutions;
• Banking is becoming increasingly conversational;
• The growing influence of artificial intelligence in everyday life, especially in the customer–bank relationship and in app–user interactions, where speed of response is essential.

Instant-response banking

Through Chat BT, clients instantly receive information on BT Pay features, as well as on Banca Transilvania’s products and services, in Romanian, English, Italian or Hungarian. They can also continue the conversation started in chat with a member of the bank’s team.

BT, early adopter

Banca Transilvania is the first bank in Romania to have integrated – starting in 2017 – artificial intelligence (Robotic Process Automation – RPA and Large Language Model – LLM) into its customer communications, services and processes.