AUSTIN, Texas– Greater Texas Credit Union and its Aggieland subsidiary have launched a new virtual assistant system to respond to member inquiries.
The Intelligent Virtual Assistant member chat system from interface.ai is being rolled out in connection with credit union’s revamped and improved website. According to the $969-million Greater Texas, the new system is designed to constantly learn based on the types of member inquiries in order to deliver accurate responses.
Frees Up Contact Center Staff
The credit union added the chat system also helps free contact center agents from answering routine inquiries so they can devote more time to addressing members’ more complicated questions.
“We saw the opportunity to combine this chat system with our new website as a way to further improve our member experience,” said Stephanie Stout, VP-contact center operations, with Greater Texas|Aggieland. “This gives members a way to get the information they want anytime and anywhere, with no need to wait for an agent.”
Just First Phase
According to Greater Texas/Aggieland, the chat system is the first phase for improved member access to information. Later this year, the CU said it will extend the intelligent system to telephone queries in addition to online queries. Later in 2023, a final phase will involve a more customized system that can authenticate members based on their account information.
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