IntelliResponse, a provider of enterprise virtual agent technology, announced that Tech CU (Technology Credit Union) has implemented IntelliResponse Virtual Agent technology on their Web site to provide self-service options and online 24/7 customer support.
Tech CU, which provides service to its 70,000-plus members in San Francisco recognized that 40 percent of customer service calls could potentially be answered using information available on the Web site. With IntelliResponse's virtual agent platform, members instantly receive answers to their questions, saving them time and alleviating the need for a phone call to a customer service rep.
"Frustration sets in when individuals can't find the answers to their questions on their channel of choice, forcing them to navigate to more time-consuming channels," said David Lloyd, CEO of IntelliResponse, in a statement. "As more consumers turn to digital channels, it's more important than ever for credit unions to deliver self-service options that members can access when and where they want."
As part of the deployment, Tech CU leveraged IntelliResponse Search+ technology, fusing IntelliResponse's patented intent recognition and answer-matching technology with Tech CU's existing site search capabilities. Members simply ask their natural language questions on the Web site and are presented with a single, accurate answer followed by a list of search results, reducing customer effort and improving Tech CU's understanding of its members' needs.
"Consumers today expect to get what they need (in this case, answers to their questions) in the moment and at their discretion," said Jeannie Sugaoka, senior vice president, support services for Tech CU, in a statement. "The IntelliResponse technology makes it possible for us to meet that expectation while also providing powerful insight into our members' concerns, which we can use to enhance services and improve their experience."