Liviu Dragan, CEO Druid: “The future is for every employee to have a virtual assistant, a chatbot”

“I had an extraordinary passion for the need for self-service. This obsessed me and I think this obsession to improve the self-service part led me to Druid. The fact that most Druid customers are in the banking sector came from the need for banks to improve their self-service through chatbot platforms. The chatbot is a miracle because it satisfies everyone’s genetic need, namely, to find out things and solve things through questions and waiting for answers, not through great efforts to navigate through applications or by reading multiple documents,” Liviu Dragan, CEO Druid said during the Financial Forum organized by The Diplomat-Bucharest.

Our platform creates an incredible appetite. For example, at Banca Transilvania there are millions of messages per month between chatbots and customers. I don’t think there is any bank that would have postponed customer rates in 2020 without the Druid chatbot. This process completely changes the paradigm, and digitization happens much faster.

We have taken another necessary step thanks to a partnership with UiPath, through which we integrate with RPA robots and through which we can solve credit problems, lead capturing, rate deferral, data updating. With RPA robots we can solve a lot of banking tasks.

This process of digitization is revolutionizing simplicity. Simplicity is a must for what is happening right now. The pandemic did nothing to speed up the digitization process, but it did accelerate demand. Due to the pandemic, this need has been implemented a little harder. The needs of the banking sector existed before the pandemic.

Our users are customers of a bank or employees of a bank. Our chatbot platform can bring a formidable advantage to a bank’s employees. Most banks in Romania use Druid for HR processes, for IT help desk processes that were extremely useful during the pandemic. There are banking companies in which all documents and all budget approvals are made through chatbots. This will revolutionize the sector of employees, who will have to respect their mobility, to be able to access all the information from the respective financial institution and to be able to draw up tasks, to obtain mini reports. Using the chatbot has a much bigger advantage because it can coagulate many applications.

There was no bank that did not want an implementation of the chatbot for employees. There are over 300,000 employees working with Druid chatbots, and they process millions of messages a month. I think the future is for every employee to have a virtual assistant, a chatbot to help them in daily activities.

The Diplomat Bucharest organized Financial Forum event in online format, on April 21,2021. The conference joined leaders spearheading digital initiatives in their organizations to offer insights into their digital transformation journey’s in fintech & banking, as well in capital markets and insurance.

The fast evolution of digital in all industries mirrors in the behaviours and innovations brought by banks,  financial institutions to meet the clients’ needs to abstain from overspending, navigate risks, and usually deal with their finances better. FinTech services and products are more and more designed for particular functions inside the financial ecosystem and customization is key to win more clients and portfolios.