How to deliver autonomous member experiences with AI
CREDIT UNION PLAYBOOK
The modern member experience is evolving and retention is top of mind for credit union
leaders. Members expect to be able to interact with their credit unions on their
terms—either digitally or with hands-on guidance and at their convenience. It’s not just
about knowing someone’s name and some personal details, but detecting and proactively
responding to their intent and emotions. So what can you do to meet these expectations and
drive member loyalty?
Members want credit unions to help, know, and wow them. Credit unions require deep,
data-driven insights to know their members, and they need AI-powered automation to truly
wow them. But it’s impossible to achieve these goals with piecemeal, legacy contact-center
systems that can’t easily adopt modern technology like AI.
AI-powered CX: The key to high-value member experiences at scale.
Want to see how to deliver better member experiences? Request a custom demo.
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Automate self-service
1.
3 ways credit unions use AI to drive customer experience:
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The Talkdesk Autopilot virtual agent is trained to resolve the most common banking use
cases, such as making a payment or checking a balance, without needing to escalate to an
agent.
If a member has more complex needs, such as retirement plan options, Talkdesk Agent Assist
empowers agents with recommended answers and content in real-time to support that
conversation.
Empower agents
2.
If a member asks to defer a payment, Talkdesk Interaction Analytics will detect the
request and automatically notify a loan officer to proactively reach out and consult on
next steps.
Illuminate opportunities
3.
See how Apple Federal Credit Union migrated technology and connected the “digital dots”
with an intelligent CCaaS platform.
Read their story
John Wyatt Chief Information Officer Apple at Federal Credit Union
Overall satisfaction rate increase from 8.5 to 9.25
Results
Average speed of answer decreased from 8.28 minute to 5.17 minutes
Call abandonment rate decreased from 26.1% to 14.1%
Average hold time decreased from 146 seconds to 103 seconds
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See what you can do with Talkdesk through one of our interactive demos.
See Talkdesk Financial Services Experience Cloud in action.
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Beyond CX: How AI transforms credit union back-office operations
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How AI for credit unions deliver a winning member experience
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Unveiling the AI in banking gap: 60% of banks and credit unions say their use of AI is
behind the competition
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The power of AI for credit unions.
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Safe and speedy CX: Better customer protection with biometric authentication
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Talkdesk Celebrates Financial Services Momentum, Powers Exceptional Customer Experiences
for New Banking and Credit Union Customers
PRESS RELEASE
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The future of credit union member experiences.
“Apple has always been known for our commitment to personalized service. We want our
member experience to be as consistent and seamless as possible across channels, especially
as the financial services world moves towards an increasingly digital-first banking
experience. Financial Services Experience Cloud provides an omnichannel platform that
supports our agents with a more efficient way to work, and gives our members more freedom
to connect with us anytime and anywhere.”
“Apple has always been known for our commitment to personalized service. We want our
member experience to be as consistent and seamless as possible across channels, especially
as the financial services world moves towards an increasingly digital-first banking
experience. Financial Services Experience Cloud provides an omnichannel platform that
supports our agents with a more efficient way to work, and gives our members more freedom
to connect with us anytime and anywhere.”
John Wyatt Chief Information Officer, Apple Federal Credit Union
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There are many misconceptions about Artificial intelligence, leading to extreme fear or
over-the-top fascination about what AI will do. The truth is, most AI innovations are
solving critical real-life problems to deliver better outcomes for businesses, consumers
and society.
Cutting through the noise. How AI is making the world a better place.
WEBINAR SERIES
Key findings.
While there are certainly ethical concerns related to AI, it is important to keep in mind
that anything - from a kitchen spatula to a car to AI - can be a tool or a weapon. How we
use AI can benefit humanity greatly and help solve some of the world’s most challenging
problems.
The growth and scale of AI in customer experience is:
“Artificial intelligence can occasionally get a bad reputation but it is usually not the
technology that is causing harm. Bad actors, low investment in quality, or poor design can
cause AI technology to fail in benefiting humanity. All of those factors are in our
control, which means we have the power and ability to create and deploy AI that is
beneficial for individuals, businesses, and humanity as a whole.”
Paige Lord, AI Ethicist & TikTok Influencer
The future of AI 2022: Progressing AI maturity in the contact center
REPORT
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Additional resources.
Let’s get phygital: Taking the credit union member experience into the future
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How AI for credit unions deliver a winning member experience
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Let’s get phygital: Taking the credit union member experience into the future
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How AI for credit unions deliver a winning member experience
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Beyond CX: How AI transforms credit union back-office operations
BLOG
READ MORE
The power of AI for credit unions.
AI-powered CCaaS: The key to high-value member experiences at scale.
Members want credit unions to help, know, and wow them. Credit unions require deep,
data-driven insights to know their members, and they need AI-powered automation to truly
wow them. But it’s impossible to achieve these goals with piecemeal, legacy contact-center
systems that can’t easily adopt modern technology like AI.
Want to improve productivity and performance? Request a demo.
In the ever-evolving landscape of banking customer service, the contact center plays an
increasingly important role in deposit retention and customer loyalty. Understanding and
optimizing key performance indicators (KPIs) within the contact center is imperative for
financial institutions to meet the evolving expectations of their customers. Here you will
learn more about: · Top-priority KPIs that are shaping contact center success. · Current
performance landscapes and actionable improvement strategies. · Future projections - where
industry leaders aim to be by 2027.
2024 Talkdesk Bank and Credit Union Contact Center Benchmark Report
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Credit Union CX.
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Banking CX.
AI-powered CCaaS: The key to high-value member experiences at scale.
Members want credit unions to help, know, and wow them. Credit unions require deep,
data-driven insights to know their members, and they need AI-powered automation to truly
wow them. But it’s impossible to achieve these goals with piecemeal, legacy contact-center
systems that can’t easily adopt modern technology like AI.
AI-powered contact center platform: The customer service edge your bank needs.
BANKING CUSTOMER EXPERIENCE
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Emerging technologies and the rise of the client experience (CX) in financial services
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The future of customer experiences in banking.
See what you can do with Talkdesk through one of our interactive demos.
See Talkdesk Financial Services Experience Cloud in action.
Get Started
Beyond CX: How AI transforms credit union back-office operations
BLOG
READ MORE
How AI for credit unions deliver a winning member experience
BLOG
READ MORE
Let’s get phygital: Taking the credit union member experience into the future
BLOG
READ MORE
The power of AI for credit unions.
Want to see how to deliver modern customer service? Request a custom demo.
Download now
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5 key barriers to digital transformation in banking
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