Artificial intelligence-powered chatbot delivers outstanding member experience

The shift to remote banking caused by the COVID-19 pandemic will never be reversed. As a result, credit unions have a unique opportunity to build and retain market share in this new environment. Enter conversational banking experiences driven by artificial intelligence that increase convenience and success for members. AI-powered chatbots, such as Finn AI, can improve members’ experiences in the mobile, online, and call center channels. Ultimately, they can help deliver an outstanding digital experience.

$3.4 billion United Federal Credit Union, St. Joseph, Michigan, is a real-life example of Finn AI’s chatbot in action. UnitedFCU wants to create a member-centric culture because its leaders recognize that a member is behind every transaction and interaction.

“I love empowering users to manage their yesterday, today, and their tomorrow, where, when, and how they choose…,” says Warren Pattison, the CU’s VP/emerging technology. Pattison and his colleagues realized that they needed to update their digital space to cater to their clients’ needs and desires. They looked to Amazon as a great example of a well-thought-out and well-implemented customer experience. UnitedFCU felt that Amazon’s chatbot was doing something right, as it was intuitive, intelligent and people could use it at all hours of the night, even after business hours. Plus, “bots are cool,” Pattison says.

 

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