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Cetelem Selects DRUID Conversational Technology

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Cetelem or BNP Personal Finance has partnered with the DRUID AI virtual assistant to simplify and streamline the process of updating personal data for Cetelem customers, the bank’s commercial brand.

Liviu Dragan, CEO of DRUID, said, “Digitalized services are now a staple in banking and an easy way that financial institutions can provide improved, convenient services to their customer base. The chatbot we implemented for Cetelem has, in just two months, handled over 400,000 messages, having thus become the most used chatbot DRUID has ever implemented.”

This chatbot, available on the company’s website, answers customers’ questions and helps them scan their identification cards in a GDPR-compliant manner that eliminates human error. By utilizing OCR and artificial intelligence (AI) technology, the DRUID robot extracts data from documents and integrates this data into the business system using SQL integrations. A smart virtual assistant provides internal users with easy access to information collected by the bank and allows them to download detailed reports.

The CEO BNP Personal Finance Bucuresti (Cetelem), said, “We strive to keep our customers at the center of everything we do. In this case, we tried to take a legally mandated process and make it easier for the client, save him time, and offer an exceptional user experience. The chatbot we implemented did just that: more than 600 individual users interacted with the chatbot in the first 30 minutes of its implementation. Over 70% of Cetelem customers who have updated their data have already used the DRUID chatbot Miruna Senciuc.”

In Europe, all financial institutions are required by law to update personal information on a regular basis, and this is typically a time-consuming process for both clients and staff. With DRUID conversational applications, businesses have become much more efficient.


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