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In the news

American Banker

22 April 2020

AI Assistant helping small business Owners guage their eligibility for Small Business Administration Relief Funding

Forbes

03 April 2020

Fintech firms providing Free Techchnology during the Corona Virus Crisis

Credit Union Times

7 February 2020

Credit Unions begin new decade with Upgraded, Converted Systems

Meet Uni, Gesa Credit Union’s Intelligent Virtual Assistant offering Amazon-like search for their members

Interact with Uni

About Gesa

Gesa Credit Union, the largest financial cooperative in Southeastern Washington, serving over 250,000 members

The Problem

UNI CEO

Raj Bandaru

CIO, COO, Gesa Credit Union

“After a recent merger, our portfolio of products and services more than doubled and members tripled. This made finding products and services on the website challenging for both members and prospects. This had a direct impact on top line, bottom line, and member experience.”

Pain Points

  • Loss in new revenue through lack of new product adoption & new member signups
  • Increased costs from contact center operations
  • Drop in member satisfaction rates due to a lack of awareness of best fit offerings

Solution

Uni, the digital assistant powering Gesa Credit Union, is currently on the website assisting members and prospects

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Uni’s Impact

  • With Uni, Gesa has been able to deflect a large portion of the call center inquiries, greatly reducing call volumes leading to cost savings
  • Uni is enabling new revenues by helping members and prospects find the information they are looking for in an instant
  • Great member experience is ensured as Uni responds to the majority of customer queries instantly
  • Gesa is ensuring 24x7 member support, without investing in contact center operations
  • As a whole, Gesa is aiming to leapfrog the current member experience from digital to AI-first

Key Impact Metrics

Metrics yellow

$1.17M

Saved from support
operations

Metrics blue

98%

Accuracy

Metrics green

1526Hours

member await
times averted

Metrics red

Improved

member satisfaction

UCO CEO

Raj Bandaru

CIO, COO, Gesa Credit Union

“Uni’ has saved us over $200,000 every month since launch. Wherein people are able to get their information and make some intelligent decisions on their own as opposed to calling Gesa.”

In the news

American Banker

22 April 2020

AI Assistant helping small business Owners guage their eligibility for Small Business Administration Relief Funding

Forbes

03 April 2020

Fintech firms providing Free Techchnology during the Corona Virus Crisis

Credit Union Times

7 February 2020

Credit Unions begin new decade with Upgraded, Converted Systems

What does the near future hold?

UCO CEO

Raj Bandaru

CIO, COO, Gesa Credit Union

“The next step is to integrate ‘Uni’ inside our Call center phone system to automate a large portion of the calls. 60% of the calls that we get are related to basic information like, "Hey, what's my balance?" And then the other 15% or 20% questions are "Hey, did my Social Security check clear?”
In this year, through ‘Uni’, Gesa is expected to achieve
Metrics yellow

$3M

Savings in operational costs

Metrics blue

$1.5M

In new earnings

Metrics green

Prevent

Member churn

Overall, Uni is expected to bring significant ROI for Gesa.

Next Steps

  • Support all browsers and devices
  • Omni-channel capabilities - Website, Mobile App, SMS, IVR
  • Assist members with information, transactions and proactive experiences
  • Successfully support the differently abled according to ADA guidelines
  • Integrate with CBS/CRM applications
Ava - A Financial Virtual Assistant for SSFCU | interface.ai

Meet Ava, Security Service Credit Union’s Intelligent Virtual Assistant offering 24x7 member service

Interact with Ava

About SSFCU

Security Service Federal Credit Union(SSFCU), with over $9.8B in assets and serving over 800,000 members, is one of the largest credit unions in Texas.

The Problem

SSFCU offers a comprehensive portfolio of products to its members. Due to a large set of offerings to choose from, members found it challenging to find the right-fit products and services. This was adversely impacting their top line, bottom line, and member experience.
SSFCU is also an early adopter of digital solutions and always strives to offer the best new technologies to their members at the earliest.

Pain Points

  • Loss in new revenue through lack of new product adoption & new member signups
  • Drop in member satisfaction rates due to a lack of awareness of best fit offerings
  • Increased costs from contact center operations
  • Depleted member experience due to a lack of 24x7 support and high query resolution times

Solution

Ava, the digital assistant powering SSFCU, is currently on the website assisting members and prospects in their search for right-fit offerings

Ava’s Impact

  • Ava enables members and prospects to find best fit offerings by understanding their needs and thus enabling higher revenues, member satisfaction and increased lifetime value
  • Ava helps members with information they are looking for instantaneously leading to better member experience
  • With Ava, SSFCU has been able to deflect a large portion of the call center inquiries, greatly reducing the call center call volume leading to cost savings
  • Ensure 24x7 member support, without investing in 24x7 Contact Center Operations

Key Impact Metrics

Ava - A Financial Virtual Assistant for SSFCU | interface.ai

$3.6M

Saved from support
operations

Ava - A Financial Virtual Assistant for SSFCU | interface.ai

95%

Accuracy

Ava - A Financial Virtual Assistant for SSFCU | interface.ai

35786Hours

35786Hrs

member wait
times averted

Ava - A Financial Virtual Assistant for SSFCU | interface.ai

Improved

member satisfaction

Ava - A Financial Virtual Assistant for SSFCU | interface.ai

Jay Tkachuk

Senior VP, Digital Services at SSFCU

“interface.ai is one of the very few platforms that can achieve 90%+ accuracy within just a few weeks”

In the news

American Banker

22 April 2020

AI Assistant helping small business Owners guage their eligibility for Small Business Administration Relief Funding

Forbes

03 April 2020

Fintech firms providing Free Techchnology during the Corona Virus Crisis

Credit Union Times

7 February 2020

Credit Unions begin new decade with Upgraded, Converted Systems

What does the near future hold?

In this year, through ‘Ava’, SSFCU is expected to
Metrics yellow

$5M

Savings in operational costs

Increase in member lifetime value

10%

Increase in member lifetime value

Metrics blue

$3M

In new earnings

Metrics red

Prevent

Member churn

Overall, Ava is expected to bring significant ROI for SSFCU.

Next Steps

  • Support all browsers and devices
  • Omni-channel capabilities - Website, Mobile App, SMS, IVR
  • Assist members with information, transactions and proactive experiences
  • Successfully support the differently abled according to ADA guidelines
  • Integrate with CBS/CRM applications
Interfaec.ai emma IVA icon

How Emma, an Intelligent Virtual Assistant, is Streamlining Customer Support for Mashreq Bank

About Mashreq Bank

Mashreq Bank, is one of the largest privately owned banks in the UAE with over $40B in assets. It is widely regarded as the best consumer digital bank and the most progressive bank in UAE

The Problem

Mashreq offers a comprehensive portfolio of products to its customers. Due to a large set of offerings to choose from, customers found it challenging to find the right-fit products and services easily. Also, due to non availability of instant support during the application process, the bank was losing out on new customer sign-ups. This was adversely impacting the Bank’s top line, bottom line, and customer experience. Masheq is also an early adopter of digital solutions and always strives to offer the most innovative technologies to their customers at the earliest.

Pain Points

  • Loss in new revenue through lack of new product adoption & new member signups
  • Drop in member satisfaction rates due to a lack of awareness of best fit offerings
  • Increased costs from contact center operations
  • Depleted member experience due to a lack of 24x7 support and high query resolution times

Solution

Emma, the digital assistant powering Mashreq Bank, is currently on the Neo Biz website assisting customers and prospects in their search for right-fit offerings.

Emma’s Impact

  • Emma enables customers and prospects to find best fit offerings by understanding their needs and thus enabling higher revenues, customer satisfaction and increased lifetime value.
  • Emma aids customers to easily complete application forms and thus enabling new revenues for Mashreq.
  • Emma helps customers with information they are looking for instantaneously and enables customers to talk to a human agent as needed leading to better customer experience.
  • With Emma, Mashreq Bank has been able to deflect a large portion of the call center inquiries, greatly reducing the call center call volume leading to cost savings.
  • Mashreq is ensuring 24x7 member support, without investing in contact center operations

Key Impact Metrics

Metrics yellow

110K

Queries answered

Metrics blue

98%

Accuracy in responding to queries

Metrics green

$880k

Saved from support operations

Metrics red

700Hrs

of member time averted

EMMA

Srinivas Njay

Founder & CEO, interface.ai

“The collective knowledge interface.ai has derived from processing millions of conversations has been made available to all our clients from day one. This has enabled them to provide exceptional customer experience from the get-go.”

In the news

American Banker

22 April 2020

AI Assistant helping small business Owners guage their eligibility for Small Business Administration Relief Funding

Forbes

03 April 2020

Fintech firms providing Free Techchnology during the Corona Virus Crisis

Credit Union Times

7 February 2020

Credit Unions begin new decade with Upgraded, Converted Systems

What does the near future hold?

In this year, through ‘Emma’, Mashreq Bank is expected to achieve
Metrics yellow

$4M

Savings in operational costs

Increase in member lifetime value

20%

Increase in member lifetime value

Metrics green

$2M

In new earnings