Over 1.3 million people interacted in 2025 with the Banca Transilvania Group through external communication channels that integrate artificial intelligence (AI).

Chatbots and the intelligent search and support option have become part of customers’ everyday experience, providing fast, streamlined, personalized answers, available 24/7.

AI for customers 

• 550,000 people used the AI Search option on Banca Transilvania Group websites over the past year, up 28% in 2025 compared with 2024. AI Search was used most on the Întreb BT, Banca Transilvania and BT Go sites.
  
  
• On average, visitors ask three questions and stay in conversation with the chatbot for about three minutes. In 2025, the most popular topics were products and the features of the BT Pay and BT Go apps.
  
  
• Over 700,000 people used the Chat BT virtual assistant over the past year, generating 1.5 million interactions. 80% of users found the information they were looking for with AI Search; only 20% also reached out to people in the BT Contact Center & Customer Care team for additional information. The most frequent searches were about BT Pay, as well as products and services offered by the Banca Transilvania Group. Chat BT was launched in January 2025.
  
  

AI for employees

Internally, last year Banca Transilvania took another step in artificial intelligence by launching the AIvolution program for employees, to transform how they work, collaborate and innovate through the responsible and efficient adoption of AI technologies.

Microsoft 365 Copilot and GitHub Copilot, which help accelerate new habits in employees’ day-to-day work, are one example of AI integration within the bank’s team. Internal usage of over 90% was recorded, and over 80% of BT employees with Copilot licenses say these tools improve the quality of their work. Time saved is estimated at 1–2 hours per day, according to an internal BT survey.

Another example is integrating AI into certain activities of the BT Contact Center & Customer Care team to increase efficiency in supporting customers.

A pioneer in using AI in banking

BT was the first bank in Romania to integrate artificial intelligence into communications, services and products, with the launch of its website chatbot in 2017. The ongoing evolution of Banca Transilvania’s AI ecosystem is supported through partnerships with key technology players such as DRUID, Microsoft and Crayon.

Banca Transilvania’s investments in technology focus on harnessing the potential of artificial intelligence to redefine the customer experience and streamline internal processes. By integrating AI solutions responsibly, the bank supports continuous learning, inclusion and financial education, helping people manage money more efficiently.