SalesTech Star

Provident uses DRUID Conversational AI Technology to Improve Sales Efficiency

Provident Financial Romania, part of the International Personal Finance (IPF) group, the largest home credit business in Europe, has chosen DRUID technology to enable instant access to business and HR data with the aim of facilitating a boost in employee engagement and efficiency. Thus, the company has implemented EMA, a customized AI virtual assistant built to harness the full power of conversational AI technology to quickly connect to internal systems and streamline access to information and collaboration. EMA uses AI to simplify and automate HR processes, providing a self-service platform where employees can submit leave requests, automatically generate certificates, check payslips and extra-salary benefits, or request files from the electronic HR folder.

In Romania, Provident has a team of 1,400 field sales representatives that interact with customers directly at their homes and that are supported by a few hundred back-office colleagues, working from the office or remotely. Consequently, accessing consolidated information from multiple internal business systems in real-time and being able to quickly solve administrative tasks frees up valuable time and has a positive impact on productivity.

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EMA is designed to improve the efficiency of retrieving internal information, regardless of the storage system, automate HR admin tasks, offset back-office workloads towards higher value-added tasks, design a mobile-friendly solution and offer a simplified, efficient experience with HR.

Moreover, employee engagement is improved on an ongoing basis, thanks to permanent access to the necessary information, with 100% accuracy and 0 delays. The HR management process is streamlined, given the fact that a significant part of the sales representatives’ time is freed. Moreover, EMA is a flexible virtual assistant that can be easily trained and personalized, thus supporting the ongoing process of business digital transformation.

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“Similar to most companies that rely on a workforce that is tasked with directly interacting with customers, our activity has been transformed by the pandemic, as well as by the hybrid or work from home models, when it comes to our back-office employees. Our aim is to make sure that they are operating at their maximum potential, while also being fully supported, regardless of whether they work directly with customers or as part of the teams that offer them support. By implementing EMA in partnership with DRUID, we have managed to optimize the way our workforce spends its time and to improve business results”, said Oana Negut, Business Innovation Manager, Provident.

“In today’s competitive business landscape, also impacted by the new reality of work set in motion by the pandemic, companies need to adjust and learn as they go. By partnering with Provident, we are proud to be helping them not only in supporting the HR department to automate repetitive tasks but also in ensuring that their customers have an exceptional experience”, Liviu Dragan, CEO of DRUID, added.

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