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Like peanut butter and chocolate, two different things that go great together, Posh Technologies and Glia Technologies partnered to create a new digital and chat experience for the more than 136,000 members of the $1.9 billion TwinStar Credit Union in Lacey, Wash.
The partnership, announced Tuesday, unveiled that the two fintech organizations used different aspects of Posh's chatbot program and Glia's live chat program to create one seamless digital chat experience with both the automated and live member support.
According to the announcement, TwinStar CU plans to leverage Posh's chatbot on its website and mobile app to respond to member inquiries about branch hours, ATM locations, routing numbers and more. When more difficult inquiries occur, Posh's chatbot will seamlessly transfer interactions to contact center representatives through Glia's live chat. This handoff will enable TwinStar to significantly boost efficiencies while also streamlining and enhancing member service.
"We are thrilled to offer this great service to our members," says Scott Daukas, chief strategy officer at TwinStar. "We are providing faster and better service to our members in a multitude of ways."
Through leveraging Posh's chatbot, TwinStar will be able to automate responding to member questions which will allow their contact center representatives to focus on more complex and urgent inquiries. Since the chatbot will be able to hand-off interactions to live agents, the credit union can ensure more effective member service while also providing members with the choice of communicating through whichever methods they prefer – including messaging, video banking and voice—while guiding them through CoBrowsing. In addition to responding to inquiries, TwinStar also plans to leverage Glia to help members complete transactional functions, the announcement stated.
"We're thrilled to partner with Glia to enhance our Conversational AI and enable our automated chatbots to hand-off to live agents," says Karan Kashyap, co-founder and CEO at Posh. "Together, we will provide the best possible banking experience to the members of TwinStar Credit Union."
"The financial institutions that provide customers and members with a strategic blend of human touch and AI will have high retention and acquisition rates," says Dan Michaeli, co-founder and CEO at Glia. "By partnering with Glia and Posh, TwinStar offers members a seamless support network where no duplication is required. It's a faster, better member experience that alleviates the frustrations associated with typical support lines. Easy communication with financial support is a cornerstone to service and long-lasting relationships."
According to the announcement, now that Posh and Glia are successfully implemented on TwinStar's website, the credit union plans to deploy Posh's bot on their online banking system and telephony system so that Posh can execute transactions in addition to answering questions.
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Michael Ogden
Editor-in-Chief at CU Times. To connect, email at [email protected]. As Editor-in-Chief of CU Times since 2016, Michael Ogden has led the editorial team in all aspects of content strategy and execution, including the creation of the publication’s exclusive and proprietary research database of the credit union industry’s economic landscape. Under Michael’s leadership, CU Times has successfully shifted to an all-digital editorial product with new focuses on the payments, fraud, lending and regulatory beats. Most recently, he introduced a data-focused editorial product for subscribers that breaks down credit union issues into hard data, allowing for a deeper and more factual narrative for readers. In 2024, he launched the "Shared Accounts With CU Times" podcast, which offers a fresh, inside-the-newsroom perspective through interviews with leaders from the credit union industry and the regulatory world. He dives into pressing credit union issues, while revealing the personalities working behind-the-scenes to push the credit union world forward. His background includes years as a radio and TV anchor/reporter and a public relations and digital/social media manager, where he covered the food and music industries, as well as cooperatives and credit unions. Over the years, he has launched numerous exclusive video and podcast series, including a successful series of interactive backstage interviews with musicians at music festivals, showcasing his social media and live streaming production skills.
