More than 90% of European banks already use artificial intelligence in their main business functions, according to the From AI Promise to AI Performance study, conducted by Visa Consulting & Analytics among 325 decision-makers in 17 European markets. In Central and Eastern Europe (CEE), a region to which Romania belongs, adoption reaches 77% in customer service and 71% in product development. Banca Transilvania, BCR, CEC Bank, ING Bank Romania and Raiffeisen Bank Romania explain how they use AI and the areas where they see potential for technology development.<\/p>\n\n\n\n
At European level, 48% of the banks included in the study focus their investments in AI on operational efficiency or employee productivity, while 30% point to customer experience or fraud prevention as the main driver of investments. The field in which the technology is applied influences the results achieved. According to the Visa study, organizations that use AI in high-volume and real-time environments, including for decision-making, fraud detection, personalized services and new agency capabilities, are 40% more likely to achieve transformational results.<\/p>\n\n\n\n
CEE: high adoption in customer service and product development<\/p>\n\n\n\n
In Central and Eastern Europe, 77% of respondent banks use AI in customer relations, the same level as in the UK and close to Germany (80%). In product development, adoption reaches 71%, on par with the UK and above Germany (57%) and France (60%). In the area of transactions, 54% of CEE banks use AI, the same percentage as in the UK, above Germany (48%) and one percentage point below France (55%). Higher levels are recorded in Italy (80%) and the Nordic countries (79%).<\/p>\n\n\n\n
The data also shows the main reasons why banks in the region are investing in AI. Thus, almost seven out of ten CEE respondents point to the reduction of operational costs as an important factor, the second highest percentage among the markets and regions analyzed, after Germany (77%). Employee productivity is mentioned by 57% of CEE respondents, the same level as in Germany and above France (51%) and the UK (40%).<\/p>\n\n\n\n
In comparison, 46% of CEE respondents point to improved customer experience and trust among the main drivers of AI investments, compared to 63% in France, 60% in Germany and 57% in the UK. Security and fraud prevention are mentioned by 34% of CEE respondents, compared to 63% in the UK, 51% in Italy and 40% in France. The biggest differences occur in the area of lending and insurance; 46% of CEE banks use AI in lending and insurance, compared to 59% in the UK, 66% in Germany, 70% in France, 80% in Italy and 81% in the Nordic countries. The data thus indicate different levels of adoption depending on the field.<\/p>\n\n\n\n
The role of AI in banks in Romania: from automation to agentic commerce<\/p>\n\n\n\n
In Romania, five of the most important banks already indicate uses of AI ranging from automating processes and increasing productivity to personalization, fraud prevention, data analysis and supporting decision-making pro-cesses. For Banca Transilvania, customer support is one of the areas where the use of technology already has con-crete applications, through tools such as BT Chat in BT Pay, Visual Call Center and digital assistance solutions.<\/p>\n\n\n\n
“Customer support is one of the areas where we already see the impact very clearly. Through BT Chat in BT Pay, Visual Call Center and our digital support solutions we can respond faster, simplify interactions and solve more and more needs directly digitally. And for me this is one of the most important roles of AI: not to eliminate human interaction, but to make it more valuable. To take over what can be simplified and auto-mated and to leave people more time for situations where expertise, discernment and empathy make the difference”, says Oana Ila\u015f, Deputy General Manager Retail Banking, Banca Transilvania.<\/p>\n\n\n\n
The bank also identifies potential for the use of AI in fraud prevention, risk management, lending and personaliza-tion. At the same time, the development of agency capabilities introduces the possibility for AI to move from providing answers and recommendations to executing certain actions on behalf of the customer, within estab-lished limits and with his consent. “However, I believe that the real transformation will not only be about technol-ogy, but about the new relationship between people and technology. The organizations that will make a difference will be those that will know how to combine the power of AI with human experience, discernment and empathy,” says Oana Ila\u015f.<\/p>\n\n\n\n
Artificial intelligence as a strategic approach<\/p>\n\n\n\n
For BCR, the use of AI continues a broader process of end-to-end automation and digitalization, in which technology takes over some of the repetitive activities, and human intervention is preserved in processes where the decision has a direct impact on the customer.<\/p>\n\n\n\n
“At BCR, we have been investing heavily in technology for more than 10 years. We started with processes that consumed colleagues’ time, through automation and complete end-to-end digitalization, and we kept human judgment where the decision touches someone’s life. It is exactly the order that people have ac-cepted, in and out of the bank. Artificial intelligence has recently given us the opportunity to scale and ac-celerate,” said Dana Dima, Vice President of BCR Retail & Private Banking.<\/p>\n\n\n\n
According to her, the bank works on entire flows, not on isolated experiments. Each process removed from repet-itive work means a faster and safer response for the customer, as well as time returned to colleagues in the units. “That’s where the real difference is created: in the discussion where someone finally has the time to understand what is behind the questions and offer concrete and personalized solutions. For us, AI brings something even more valuable: the more digital the bank becomes, the more valuable the person in front of the customer becomes,” said Dana Dima.<\/p>\n\n\n\n
CEC Bank points to efficiency, supporting decision-making processes and improving customer service among the areas where AI can be used, along with financial inclusion and education. The bank also emphasizes the role of governance, security and data protection in the development of these solutions.<\/p>\n\n\n\n
“At CEC Bank, we see AI as a tool that can increase efficiency, support faster and better-informed decisions and contribute to safer, simpler and more relevant services for customers. At the same time, technology can support financial inclusion and education through more accessible services and more understandable infor-mation, which helps people make better-informed financial decisions. For us, the development of AI must be accompanied by solid governance, security and data protection. Decisions, responsibility and critical thinking remain essentially the prerogative of people”, points out Bogdan Neac\u015fu, President of CEC Bank.<\/p>\n\n\n\n
Reduce repetitive tasks and add value<\/p>\n\n\n\n
ING Bank Romania already uses AI and machine learning in several areas, from customer interaction and internal processes to software development. Among the areas where the bank identifies potential for the use of technology are personalization, fraud prevention, and simplifying the customer experience.<\/p>\n\n\n\n
“As a digital bank, we are already using AI and machine learning to improve the services we offer to ING Bank customers. We see great potential in personalization, fraud prevention, simplification of the customer experience and acceleration of processes in the bank. Technology helps our colleagues spend less time on repetitive activities and more time to create value and I believe that this is also the greatest potential of AI in banking and beyond”, says Bogdan Rotunjanu, Chief Information Officer, ING Bank Romania.<\/p>\n\n\n\n
The Bank is gradually testing and expanding the use of technology, including based on results achieved and data protection and risk management requirements.<\/p>\n\n\n\n
Raiffeisen Bank Romania: automation, access to information and AI for entrepreneurs<\/p>\n\n\n\n
For Raiffeisen Bank Romania, artificial intelligence is one of the engines that accelerates its transformation. The institution uses AI to automate repetitive activities, facilitate quick access to information and support better deci-sion-making. Thus, the bank’s employees can focus their time and energy on what really matters: the relationship with customers and activities that require expertise, discernment and human interaction.<\/p>\n\n\n\n
“We are already integrating AI in many areas of activity, from access to knowledge and information pro-cessing, to innovative solutions such as ERIC, the AI Business Coach we recently launched for entrepreneurs. We believe that the future of banking is not about people or AI. It is about people and AI, working together. The organizations that will be successful will be those that manage to combine the speed, scalability and power of technology with the trust, empathy and value of direct interaction between people”, says Zdenek Romanek, President and CEO, Raiffeisen Bank Romania.<\/p>\n\n\n\n
According to him, the bank’s goal is to use artificial intelligence to increase team productivity, streamline operations and provide an even better customer experience, always keeping people at the center of every important decision.<\/p>\n\n\n\n
Trust and security key to AI adoption<\/p>\n\n\n\n
Visa’s research shows that the field in which technology is implemented influences outcomes, and the use of AI in high-volume and real-time processes, such as fraud detection, service personalization, and decision-making, is asso-ciated with a higher likelihood of achieving transformational benefits. In parallel, the development of agent capa-bilities expands the scope of use to situations where AI can act on behalf of the customer. In this context, agent identification, customer permission, transaction security, and the limits within which the agent can act are becoming components of new payment models.<\/p>\n\n\n\n
“The data shows that artificial intelligence is already widely used in the European banking sector, and in Central and Eastern Europe we are seeing high levels of adoption in areas such as customer relations and product development. At the same time, there is potential for the expansion of the use of AI in areas such as fraud prevention, risk management, lending and service personalization. As technology is integrated into more and more processes, including new models such as agent commerce, trust and security become even more important. For Visa, the goal is to contribute to the development of an ecosystem where innovation can advance at scale, while keeping the customer in control and providing them with secure, simple and relevant payment experiences,” said Elena Ungureanu, Country Manager Visa in Romania.<\/p>\n\n\n\n
At European level, 86% of banking leaders surveyed believe that AI will fundamentally transform retail banking by 2030, and 61% estimate that institutions that adopt technology earlier will perform significantly better or end up dominating the markets in which they operate.<\/p>\n\n\n\n
About the study<\/p>\n\n\n\n
The study was conducted based on responses to a survey that assessed the adoption of AI and strategies for its use in retail banking. Case studies, statistics, research, and recommendations are provided “AS IS” and are for informational purposes only, and are not intended to be used as a basis for operational, marketing, legal, technical, tax, financial, or other decisions or recommendations. Visa makes no warranties or representations about the completeness or accuracy of the information contained herein, and assumes no liability that may result from its use. The information presented herein does not constitute legal advice, and readers are encouraged to seek the opinion of a competent legal professional when such advice is required.<\/p>\n","protected":false},"excerpt":{"rendered":"
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