Bulgarian American Credit Bank (BACB) is a leading financial institution known for its commitment to digital innovation and customer-focused banking. With branches across Bulgaria and a growing base of digital-first users, the bank set out to enhance its service channels with fast, accurate, and convenient support available around the clock.
Customers increasingly preferred messaging channels over traditional service interactions. BACB needed a solution that could respond instantly, handle complex banking questions, and reduce the load on branch employees and call centre teams. The bank required an AI assistant that understood natural language, guided users through processes, and kept service consistent across channels.
In partnership with DigiTech Consult, BACB implemented an AI-powered virtual assistant built on the DRUID AI platform and integrated with core banking systems.
The assistant supports customers around the clock, provides instant access to product and service information, guides users through key banking processes, and enables seamless handover to human agents when required. It is embedded into existing digital channels and designed to scale with the bank’s evolving service needs.
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Bianca quickly became a reliable digital channel for BACB, handling a growing volume of customer requests with speed and accuracy.
The assistant improved service availability, reduced repetitive workload for staff, and delivered measurable results across all key engagement metrics.
Discover how our AI-powered solutions help leading banks and insurers reduce costs, improve service, and stay ahead of compliance demands.
Implemented a smart onboarding assistant that guided customers through KYC verification, reducing drop-offs by 42% and boosting activation rates.
Developed a real-time virtual assistant for fraud notifications and user verification — improving response times by 70% and reducing call center load.
At Digitech Consult, you gain more than a service provider — you gain a strategic partner. We combine engineering expertise with business insight to deliver smart automation solutions that truly make an impact. From increased efficiency to greater adaptability, our work is built around measurable results and long-term value.
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“We were impressed by the overall approach of the team, their attention to detail and their ongoing efforts to gain in-depth understanding of our business processes.
Automating this process not only helped us become more efficient, but also freed up sufficient time that could now be dedicated to expanding our business. We believe this innovation will take us one step ahead of the competition.”
