Southland Credit Union, a $1 billion California credit union serving over 60,000 members, will offer 24x7 personalized support to all its members with interface.ai’s award-winning Intelligent Virtual Assistant (IVA).
Southland Credit Union’s IVA, 'Scuba', that is powered by interface.ai, is now available on Southland Credit Union’s website.
Members can now interact with 'Scuba' 24X7.
Through this solution’s launch, members who interact with 'Scuba' will instantly find answers to their questions, enabling Southland to provide full service to members 24/7. With this increased capability and efficiency, the credit union’s staff will be able to provide personalized support to members in need, thus improving the overall member experience.
“Our members will be able to use 'Scuba' to get quick answers to their queries, and it will help us provide an avenue for our members to get instant 24/7 service. 'Scuba' also helps us by freeing up our staff bandwidth to provide a more tailored experience,” said Matthew Herrick, Senior Vice President Marketing & Financial Services, Southland Credit Union.
On the technology and the timing of the project, Matthew Herrick said, “There has been a significant rise in our call volumes and this impacted the wait times and abandonment rates in our call center. We were looking for a solution that would help us resolve these member support bottlenecks. interface.ai’s solution will help us overcome these bottlenecks and ultimately enable us to offer superior member service.”
On the partnership with interface.ai, Matthew Herrick said, “interface.ai provided a more advanced AI solution compared to other vendors we evaluated. It was crucial for us to know that the IVA gets smarter during the process and we liked the user-friendly nature of interface.ai’s solution - even understanding the same question even when asked in different ways. We believe that partnering with interface.ai will enable us to benefit from the technology both now and in the long term.”
Michelle Ratzlaff, AVP of Marketing, Southland Credit Union added, “We are impressed with the quality of the AI technology that interface.ai provides and its potential to scale seamlessly.”
Srinivas Njay, Founder and CEO of interface.ai, adds, “The pandemic has made member behavior on call centers permanent. There is a sustained increase in call center traffic, in the order of 30 - 40% on average, across financial institutions. This increased traffic has resulted in increased wait times & abandonment rates leading to poor member experience. We believe implementing Intelligent Virtual Assistants is the only way for most financial institutions to offer timely support, provide personalized service to members at scale and manage operations efficiently. We are excited to partner with Southland Credit Union and enable them to improve their service levels, engage better with their members, and also seamlessly onboard new members.”
About Southland Credit Union:
Southland Credit Union is a $1 billion credit union that serves 60,000 members in Orange and Los Angeles Counties. Branch locations are in Long Beach, Los Alamitos, Downey, Carson, Santa Monica, St. John’s Health Center, and the Los Angeles Federal Building in downtown Los Angeles.
Operating as a not-for-profit financial cooperative, Southland is dedicated to providing our Members with exceptional, comprehensive, and innovative financial solutions, delivered with uniquely personal Southland service. For more information, visit www.southlandcu.org.
interface.ai provides an out-of-the-box Intelligent Virtual Assistant that acts as a “personal banking teller” to help members 24x7 through every step of their journey from being a prospect to achieving financial wellness. interface.ai’s Intelligent Virtual Assistants currently power several Banks and Credit Unions across the world. For more information, please visit www.interface.ai
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