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Estella Nagahashi

EVP, Chief Operating & Lending Officer, University Credit Union

In our industry, service is key. We have worked with some of the largest vendors, but we have hardly come across vendors who provide white-glove services such as the ones provided by interface.ai. They are setting new standards in the industry, and I hope they continue to scale the same standard of service

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Implementing Royce, UCU’s IVA

There are several highly promising solutions in the industry but only a handful of these solutions deliver value, anywhere close to the promise made pre-implementation.

Objective

Ensuring UCU’s Intelligent Virtual Assistant is set up to start driving maximum value in the shortest possible time.

The Implementation Journey

interface.ai set up a highly structured implementation journey to ensure UCU gets the maximum from their new IVA, Royce.

Estella Nagahashi

EVP, Chief Operating & Lending Officer, University Credit Union

“The entire implementation process was very well planned and handled. We got a lot of value out of it as an organization.”

Chiasia Moua

Vice President, Operations, University Credit Union

“The interface.ai team was very responsive across the entire process and the process was very well structured. It was a great learning experience for us and working with the interface.ai team, we were able to identify avenues that we could improve in our internal processes too.”

Phases of Implementation

Phase 1

Planning and Kickoff

In this phase, UCU and interface.ai team reviewed the scope & expectations of the engagement. Following this, the interface.ai team built a schedule & governance needed for a seamless implementation

Activities
  • Review scope & dependencies
  • Build the implementation schedule
  • Set up all governance & collaboration activities
DELIVERABLES
  • Business Process Overview
  • Details of all action items and dependencies
  • Roadmap & Rollout plan
Chiasia-Moua

Chiasia Moua

Vice President, Operations, University Credit Union

“We found the kickoff meeting valuable as it taught us what to expect across the entire implementation process”

Phase 2

Requirements Gathering & Solution Design

In this phase, all the functional & non-functional requirements were finalized through a series of workshops. This phase enabled interface.ai to build the overall framework needed for Implementation

Activities
  • Conduct a requirement gathering workshop
  • Discuss the existing and future business processes
  • Finalize functional and non-functional requirements
DELIVERABLES
  • Functional specification document
  • Project & Resource Plan for Implementation
Estella-Nagahashi

Estella Nagahashi

EVP, Chief Operating & Lending Officer, University Credit Union

“Much appreciate the interface.ai team’s pre-work and research. We felt that interface.ai team knew UCU fairly well even before the workshop”

Phase 3

Requirements Gathering & Solution Design

In this phase, the entire AI system was designed & Royce started to take shape

Activities
  • AI Design
  • UI/UX Design
  • Identify & Configure User Intents
  • Build Customizations
  • Create Test Cases & Test Scripts
  • Engage DevOps
DELIVERABLES
  • Build Test Intelligent Virtual Assistant
  • Test Documentation
  • User Experience Framework
Phase 4

AI Training

In this phase, Royce was trained based on all the intents in the scope

Activities
  • Train the Intelligent Virtual Assistant
  • Update NLP Library
  • Edit Intents
DELIVERABLES
  • Refined NLP Responses
Phase 5

Preparing The Environment

In this phase, Royce was configured and deployed and was set up ready to be tested

Activities
  • Set up & Configure the Intelligent Virtual Assistant
  • Deploy the Intelligent Virtual Assistant
  • Prepare the Environment
DELIVERABLES
  • Release Notes and Installers
Phase 6

Checking Functionality via User Acceptance Testing

In this phase, Royce was extensively tested and all issues that arose were resolved

Activities
  • Perform User Acceptance Testing
  • Ensure Issue Resolution and ready the move to production
DELIVERABLES
  • UAT Agenda
  • Issue log
  • Patches & Fixes for Defects
  • Final Acceptance of the Solution
Estella-Nagahashi

Estella Nagahashi

EVP, Chief Operating & Lending Officer, University Credit Union

“The toughest part to incorporate before the launch was all the variance. A member can ask the same question in 20 different ways. The interface.ai team did a stellar job incorporating all the different possible ways to ask the same question. I have tested other systems in the past and it was very satisfying to see that this implementation had far fewer bugs than what we are used to.”

Phase 7

Production

In this phase, Royce was made ready to be member-facing

Activities
  • Set-up the production environment
  • Sign-off on go-live
DELIVERABLES
  • Fully functional Royce

Quick Facts About Implementation Of Royce

After an extensive vendor selection process, UCU chose interface.ai as its partner for Intelligent Virtual Assistant Technology

  • Royce was implemented in just 2 weeks – the fastest IVA implementation time in the industry
  • Royce started delivering value from Day 1 after implementation

Chiasia Moua

Vice President, Operations, University Credit Union

“I think the relationship between a vendor and a Financial Institution is very important and we at UCU have a great relationship with interface.ai. The interface.ai team is very understanding, quick to respond, and resolve any issues. This has made the overall process very enjoyable.”

Estella Nagahashi

EVP, Chief Operating & Lending Officer, University Credit Union

“In our industry, service is key. We have worked with some of the largest vendors, but we have hardly come across vendors who provide white-glove services such as the ones provided by interface.ai. They are setting new standards in the industry and I hope they continue to scale the same standard of service.”

Launch Support

Support in Launch & Driving Adoption

  • interface.ai worked with UCU to ensure the launch of Royce is successful & there is sufficient adoption of Royce among the UCU members
  • Areas interface.ai collaborated with UCU
  • Product Marketing
  • Branding & Design
  • Marketing Best Practices
  • Go-To-Market Strategy

Estella Nagahashi

EVP, Chief Operating & Lending Officer, University Credit Union

“interface.ai’s support across all the launch activities were valuable & much appreciated.”

Post Launch Support

interface.ai ensures Royce is continuously improving through ongoing training and knowledge updates.

Inscope training

Updates to Machine Learning algorithms happen every day based on data gathered from customer interactions

New Scope Training

The AI system gets trained every week for any new scope based on member interactions

Collective learning – In our AI systems, learning occurs across multiple implementations to be able to answer the most questions that are not asked by customers yet

Knowledge update support

If UCU wishes to make any updates to the knowledge base, the request is processed within a 12 hour period

Chiasia Moua

Vice President, Operations, University Credit Union

“The team at interface.ai does an excellent job on training & ensuring Royce is up to date. The team regularly shares reports on the current state of Royce and what we can look forward to.”

Continuously Driving Value & ROI

interface.ai ensures Royce is continuously improving through ongoing training and knowledge updates.

Measuring the ROI of Royce

  • ROI Benchmarking
  • Royce is set up to drive value & ROI for UCU from day 1
  • Prior to launching, interface.ai has captured the benchmark of all the metrics Royce is expected to impact
  • The impact of Royce is continuously tracked across these metrics
  • On-going evaluation of ROI
  • We continuously compare the ROI metrics benchmarked to the new metric values and make any tweaks necessary to ensure rapid value generation

Estella Nagahashi

EVP, Chief Operating & Lending Officer, University Credit Union

“We have data now on what our members are asking - rather than just anecdotal information on what the members are looking at. That has been beneficial to make our products and services better.”

Learn more about Royce and interface.ai

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How UCU selected interface.ai as a partner

Read about UCU’s journey on picking interface.ai as their Intelligent Virtual Assistant(IVA) vendor.

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Impact and evolution of Royce

Read about how Royce is helping UCU enhance operational efficiency and member experience.

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