AUSTIN, Texas–In just two months, implementing an AI-based system into its contact center has yielded efficiency gains--including average call wait times dropping by 40%--for Greater Texas|Aggieland Credit Union, the CU said.
Earlier this summer, Greater Texas and its Aggieland subsidiary rolled out the AI-based Tex-Line feature as part of its voice system call flow, and quickly the system was handling about one out of every four calls, the CU said.
"That has eased the burden on contact center agents while providing human-like interaction with members," the organization stated.
“Our members can have human-like conversations with Tex-Line for a more personalized experience. That is a big improvement from our older system, where these conversations weren’t possible. Members were forced to choose an option in the system to go to a specific department,” explained Stephanie Stout, senior vice president, member experience.
Thanks to the effort by the credit union’s marketing department to inform members ahead of time, the rollout went smoothly and was well received, Stout said.
From the beginning, Tex-Line was handling about one in four calls, and that percentage has remained consistent. As a result, productivity has increased significantly for the contact center, the CU said.
As Stout noted, Tex-Line can manage high call volumes with its ability to answer several calls simultaneously and to resolve common inquiries without involving a live agent. That frees agents to focus on higher-level calls that need additional investigation, and the contact center’s first call resolution rates have surged as a result. Average call wait times have dropped by 40%, bringing a big drop in call abandonment rates.
Greater Texas|Aggieland has also gained cost savings because as the contact center experiences normal attrition, the credit union has been able to avoid replacing those employees due to Tex-Line’s ability to handle so many calls effectively.
One of the advantages of Tex-Line is that because it learns through its interactions with members, the credit union can leverage that data to improve the scripting for the system, ensuring a continued human-style interaction that is responsive to members’ needs and communication styles, the CU explained.
“This allows us to better refine our call flows to continue customizing Tex-Line and providing a great member experience,” Stout said. “This type of automation will be instrumental in driving our business forward and optimizing our omnichannel experiences.”