Invest in the Right Technology

Modern contact center platforms can help credit unions achieve the right balance between digital and human assistance. While evaluating technologies, credit unions should focus on determining whether a specific platform:

Offers all the desired channels, allowing members the ability to engage with the credit union in their channels of choice. More importantly, the platform should support a switch of the conversation from one channel to the other. This should feel seamless for the member but also give agents the visibility they need to continue the conversation.
Integrates with digital and mobile banking platforms. As the member adoption for digital rises, we can expect more and more member interactions to initiate in the authenticated channels. Therefore, it is critical to enable members to easily initiate an interaction in their preferred channel.
Aggregates data from all member interaction touch points and makes it readily available for analysis. The future of member service is going to be led by AI. The effectiveness of AI depends on the data and knowledge it has access to.
Enables a digital self-service experience to address the most common banking issues, such as password resets, FAQs, activating a card and stopping payments on checks. Chatbots have earned a bad reputation with credit union members, but with generative AI and advancements in natural language processing (NLP)/natural language understanding (NLU) technology, along with strong user experience design, credit unions are now in a position to make this experience much better for their members.
Offers a continuous learning model for AI that allows AI to scale and be more effective over time. In addition, the platform also should have proper human guardrails in place to monitor and measure the performance of AI.

A contact center powered by AI, machine learning and automation can "wow" credit union members with personalized experiences, while empowering contact center agents with the data, guidance and tools to provide members a superior, customized service.

Instant Insights /

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