How Bank of Guam Trusts AI to Strengthen Its Legacy of Service Excellence

Hello, everyone. Thank you guys for joining us today. This is the Interface AI webinar, and today, we’ll be featuring our friends at the Bank of Guam. Today’s webinar is how Bank of Guam trusts AI to strengthen its legacy of service Excellence.

Thanks so much for joining us today. We’ve got a great agenda all ready to go. We will be talking to our friends at Bank of Guam. We’ll be talking a little bit about interface AI, what we do here.

We’ll give you a little voice and chat AI demo. We’ll go over the case study for the Bank of Guam, and then we’re gonna talk a little bit about the evolution of AI and online banking go to market, and the AI demo. And then we’re gonna join our friends at the Bank of Guam for a little q and a. So with that, we’re going to do a little quiz, I think.

Alright. Little poll for the Bank of Guam webinar. What best describes your role at your financial institution? Please go ahead and pick from one of the bubbles we’ve given you. And number two, how would you describe your current use of AI in your member or customer experience?

And they won’t let me vote, so I can’t wait to see your answers.

Let me know when you see the results. I can’t see them quite yet.

Ah, there we go. Okay. It looks like a hundred percent of our participants the one person actually that looks like they did the poll. We have the CEO, c suite executive leadership joining us.

And if we could skip to the next one.

So it it seems like I called back. In terms of the use of AI, customer experience question, it seems like there is exploration exploratory phase right now, a couple of folks. And in yeah. So it it it seems like they’re in a little bit of early journey of AI, and this is a great webinar for that. We’re excited to take you through the, you know, the experience of Bank of Guam and give you introduction to how AI is transforming their customer experience.

And, you know, just a real quick introduction to the folks from our guests at Bank of Guam.

John is our vice president of director of business innovation.

Kyle is assistant vice president customer experience. Myself, I go by Sri. I’m the cofounder, CEO of Interface AI, and Amber, is our host, who is our VP of sales for West. So, you know, welcome, John, Kyle. I really appreciate being part of this webinar and sharing your experience.

You know, it’s it must be amazing. I mean, Bank of Guam, I was reading about you all, like, you know, in terms of where when you all started the journey in banking. Seems like it was nineteen seventy two.

Right? I know from Jesus of land, Leon Guerrero, who started the firm with just one point five million in capital. Right? So and now you’re three billion dollar people’s bank of the island. Right? So it’s a, you know, such a massive growth and the focus you all had on transforming banking for the island and beyond. Now you serve customers in San Francisco too.

Right? Right. You know, it’s such an amazing growth story, which where technology places such a pivotal role in the journey, you know, from the innovations you’ve done in cloud, digital banking, to now AI.

Seems like you’ve not left any part of the journey in the technology evolution. You’re used all the technology evolution from digital to cloud to AI to keep pushing the bank forward, very innovative, forward thinking team.

You know, super excited to learn about your journey today for for our participants, and welcome to the webinar.

So thank you. And real quick introduction to Interface AI. The company has been around for ten years now, the longest standing AI provider for banking.

You know, we’re, you know, close to two hundred people.

We serve hundreds of financial institutions. We won many accolades.

Even Gartner recognizes us as the best AI vendor for banking, you know, CUNA, Allied Solution, and we won several best of the best AI award at Finoway and American Banker.

I personally come from a, you know, banking background.

My father started a bank and scaled it a couple of billion. So I can understand and closely to not to the degree of my father, but I understand the pain of growing an organization to couple of billion from distant. And this is a I have a huge respect for Bank of Guam doing that in the last couple couple of decades.

I also I’m an ex Microsoft, part of their AI research lab, You know you know, kind of both their banking and AI experience, and my cofounder is Bruce Kim. It was a built a very successful fintech in the past to several hundreds of millions of dollars in revenue.

You know, that’s a little bit of introduction to interface AI.

Exciting to give you a little bit of a sneak peek on Interface AI’s vision mission and some of the products that Bank of Guam two used today for ten, fifteen minutes, and we’ll jump right into hearing from John and Kyle on their journey on AI. You know, interface AI is is is the vision of the company, and and what we’re doing is what we call bank GPT. Right? Just like we have chat GPT.

You know, it’s extremely personalized intelligent assistant that can be your true assistant to get things done.

You know, or, you know, our goal is to build a a digital or AI tool like BankGPT that your members and customers could use to to take care of all their banking needs. Right? So, you know, it’s it forms as one AI brain for your organization serving your customers and employees.

It finds opportunities to upsell, cross sell.

It you it it it has an AI operator to take actions on behalf of your customers even though you don’t have APIs to connect.

It it is going to soon replace your online mobile banking to become this intelligent personalized assistant, you know, rather than a point and click interface that we’re all used to. It’s like the in the phones, it’s like the touch screen moment. Right? You no longer have to figure out how to click the buttons.

You know, you you know, you you can zoom the picture and all the things that happened in twenty ten. The for digital banking, that moment has come now. Right? So in the future, you know, we envision this bank GPT to be a universal banking assistant for all of your customers.

You know, pretty much they could add all of their financial institutions that they’re banking beyond the ones you beyond beyond with you so they could use it as the primary universal banking assistant. Right? So that could guide them, provide financial insights, drive financial goals autonomously, and things like that. There’s a great, you know, vision ahead, what we do today and where we’re heading, you know, really shaping the future of banking. We’re really excited to be the pioneers there with the customers like Bank of Wong.

You know, as a company, we our approach for redefining banking through AI has been extremely unique.

Typically, the AI approach in the market is about adding AI into voice and chat, you know, and leaving all of your member and customer interactions on online banking still driven by non AI experiences. Interface approach has been unique by creating a a platform or a one AI brain, not only serves all of your customers’ members through AI enabled chat and voice, but also a AI native online mall banking. Right? So leading all of your customers to have that fully AI native experience wherever they bank with regardless of where they bank with. So that’s an exciting journey.

You know, on underneath all of these exciting vision and progress, there is a technology evolution that’s happening that is driving all of this possibility. Right? So, you know, we’ve heard all of the fancy names that we see on the screens a lot.

You know, we wanna put them in context here how they’re making underlying platform really, you know, sophisticated to make kind of redefine the banking experience. You know, in about three years back, some of these AI agents were very scripted. Right? So those were the errors those were the NLP error, natural language processing error, where offering this involves some degree of compromise to your end user experience.

Then came generative AI where this technology was applied in partial capacity to improve that experience to some degree, but it had a lot of challenges in hallucination, you know, you know, where the responses was still scripted while generative AI was used in understanding end user request.

And then came, you know, generative AI matured a little bit, So we felt a little confident about a year back to apply that even on the response, but it wasn’t matured enough for us to do transactions in an autonomous way. Then came agentic AI, which changed the game completely. Right? So the AI now is fully autonomous. Right? So it’s almost training like a human being.

You know, the way we train our agentic systems today is give it all the knowledge systems, APIs, and constraints, do’s and don’ts. It’ll figure it out and get it done for you. So that’s how far the technology has come where the AI is fully autonomous in taking actions on behalf of your, you know, customers and members to achieve their goals. And, you know, the important part of this journey that Interface AI is pioneering is to make sure you get the benefit of all this agentic AI capability without losing the security and compliance aspect, making sure it is safe journey in spite of a capable AI.

So that’s where our research has been and and for a long time, and you’ll see some of the demos in action today for that.

So as a company, we offer a lot of solutions.

You know, the center is a bank GPT platform. We offer the bank GPT platform to be could be leveraged through multiple channels, right, which is voice AI could be plugged into your contact center to automate incoming calls, or chat AI that could be plugged into your online banking website, online applications to assist and automate request and guide users on on these digital assets.

And then there is employee AI that pretty much is used by your staff internally as a a as a coach on various aspects from finding information to taking actions to guiding them towards an effective conversation with the customer who walked into a branch or on a call.

And we also have this bank GPT platform that is powering fraud AI.

Imagine a powerful AI that kind of seeps pattern and take actions working on fraud. This is a massive impact.

And what’s coming is an AI that replaces your online mobile banking and an entire contact center. So there’s there’s a lot going at interface. We’re building a lot. As you could see at the bottom, lots of integrations on day one.

This is purpose built for financial institutions. Right? So we’re excited about the journey we’ve had so far. With that, I would love to kind of give you a sneak peek about of the solutions that Bank of Guam uses today.

So once you kind of see this in action, it’ll put a lot in context of what they’re going to share their journey about.

So we’re gonna show you a real quick sneak peek on some of these products they already use.

We’re we’re gonna start off using agentic voice AI. You know, some of these demos we show you are more latest version than Bango Quam probably have upgraded, so keep that in mind. So this is agentic voice AI we’re gonna show you.

You know, basically, what it does is it’s a it’s a extremely intelligent personalized phone banking.

Which is kind of a basic part of it, but it can also help with finding products and services, navigate your callers to ensure they’re able to make right decisions. It has ability to route and send the callers to the right people, and then also has ability to upsell, cross sell during the conversation, providing financial insights and things like that.

So with that, I’m we’re gonna do a a quick demo.

For for for the for the help of comparison of different generation of technology, we’re going to show you AI that is partially generative. We’re also gonna show you AI that is fully generative. And finally, we’re gonna show you an AI that’s agentic. So you’ll actually see these the the the the technology in action, how these technology and the and and the powering powering them could make a huge difference.

So I’m gonna invite Elliot, my colleague here, to help me with the demo.

Alright.

Let me go ahead and share my screen.

Alright. So the the first demo I’m gonna do here is of the partially generative AI using the Source First website here. And so I’ve got their vehicle information up and I’ve got like a a real life scenario here where I’m going to buy a new car and so I’m just gonna, you know, run through that scenario and and see how each different system can handle that.

Thank you for calling Service First Federal Credit Union. Your call may be monitored or recorded for training and quality purposes.

Please note, Service First will not reach out to you via email, text or phone call to request personal information. Never provide your sensitive information, including but not limited to usernames or passwords to anyone who calls, emails or texts.

If you know the extension you are trying to reach or would like to use the staff directory, press the pound sign. For further assistance, please dial zero or stay on the line.

Hi. I’m Scout, the Service First virtual assistant. I can assist with many of your banking needs. I can help you with things like explore auto loans, explore loans, and explore products.

I’m I’m driving in my car to a dealership to to buy a car, and I was wondering if you could offer me a loan to close the deal today.

I don’t think I’ve heard that before or know how to process it. Try talking to one of our agents or talking, asking me something else related to your banking needs. To speak to a contact center agent, press or say one.

I’m just trying to get a loan closed today. Can can you help me with that?

If you are already a member, you can apply for a loan via online or mobile banking. Once signed in, go to menu and then apply for a loan.

If you are not yet a member, you can go to service one dot org, click on personal, and then loans So I’m in my car, so I can’t go to the website.

Could you just tell me your current vehicle loan rates?

Our rates are available at service one dot org under tools and resources.

You may also connect with a contact center agent for more information on current I’m in my car at this moment.

So can you just tell me where the nearest branch is? I’m on Willow Street, and I am headed towards Jade Avenue in Danville, Pennsylvania.

You can find a branch or ATM location by navigating to w w w dot service one dot org slash final Okay.

Thanks. I’ll just try somewhere else.

Alright. So that was the partially generative one. It it does an okay job understanding what I’m I’m wanting, but, you know, it it still makes a lot of mistakes. So the next one we’re gonna demonstrate is the generative AI system.

Hello. Thank you for calling Credit Union of Texas. For English, say English.

Hello. My name is Sam. This call may be securely recorded and transcribed by us and our service providers for quality assurance and training purposes.

To better assist, you can simply say things like, Hi, Sam.

I’m driving in my car to a dealership to buy a car, and I was wondering if you could offer me a loan to close the deal today.

Let me share information on personal loan options available through Credit Union of Texas to help you close your deal today. We offer same day funding on personal loans and on the spot loans. So you can close your deal quickly, options include personal loans with flexible terms or on the spot loans up to two thousand dollars with no credit check. You can apply online or through our mobile app for fast approval, but it’s easy to get started.

Do you want me to text you a link to learn more about personal loan?

Could could you actually tell me what your vehicle loan interest rates are?

We offer competitive rates on vehicle loans with a focus on helping you save money and get on the road quickly. Our team works hard to find the best rate for your needs. Whether you’re buying new or refinancing, for the most accurate current rates, we recommend starting an application or speaking with a loan specialist. It’s easy to get started. Do you want me to quickly text you a link to get your application started?

No. I’d I’d just like you to tell me what the the interest rates are.

Let me share the current vehicle loan interest rates offered by Credit Union of Texas. Let me quickly verify your identity for security purposes. What is your member number?

I I don’t have any account with you. I’m I’m just trying to get a loan so I can open an account with you. Can you just tell me what the loan rates are?

To provide you with loan rates, I’ll need your member number. It’s a unique all numeric ID assigned by your credit union. Could you please provide that?

Alright. Don’t don’t worry about the loan rates. Can you just help me get to the nearest branch? I’m, I’m on Midtown Plaza in Kilgore, Texas.

Thank you for sharing your location. Let me provide information on Credit Union of Texas branch services and vehicle loan rates near Midtown Plaza in Kilgore, Texas. We have over twenty branch locations across DFW and East Texas, each offering a full range of services like coin cashing machines and notary assistance. For vehicle loan rates, you can schedule an appointment at your nearest branch for personalized help. I can quickly text you a link so you can find a branch nearest you or set an appointment. Do you want me to proceed?

Like I said, I’m on Midtown Plaza in Kilgore, Texas. Could could you tell me what the nearest branch is?

Credit Union of Texas has over twenty branch locations across DFW in East Texas. The closest branch to Midtown Plaza in Kilgore is the Gilmer branch at seven fifty five US, Highway two seventy one, Gilmer. I can quickly text you a link so you can find a branch nearest you or set an appointment.

No. I proceed. Are you absolutely sure there’s no branch in Kilgore, Texas? I could swear I’ve been to one there.

There is not a Credit Union of Texas branch in Kilgore, Texas. We have over twenty branch locations across DFW Alright.

Thanks. I’ll just try somewhere else.

Alright. So, obviously, the generative bot understands what I’m asking for a whole lot better, but it’s clearly hallucinating information in the process of answering by telling me there’s no branch in Kilgore.

So now we’re going to move on to the fully agentic bot.

Hi. I’m Joy, Navigator Credit Union’s digital assistant.

If you prefer to have this conversation in Spanish, just speak to me in Spanish. This call may be recorded for quality assurance. How can I help you today?

Hi, Joy. I’m driving in my car to a dealership to buy a new car, and I was wondering if you could offer me a loan to close the deal today.

Please hold briefly.

Navigator Credit Union offers flexible auto loans for new and used vehicles with terms up to eighty four months and rates starting as low as four point nine nine percent APR.

We also have gap coverage and a first time buyers program if that helps.

I can transfer you to a loan representative now to discuss your options or start your application over the phone.

No. It’s fine.

Would you like me to do that?

Could you just help me get to the nearest branch? I’m currently on Orange Grove Road headed towards Highway forty nine in Gulfport.

Give me just a second.

The closest branch to you on Orange Grove Road heading toward Highway forty nine in Gulfport is our Gulfport branch at eleven two eight one Highway forty nine. They offer drive up and deposit ATMs, notary services, safe deposit boxes, a night drop box, and shared branch options. The lobby is open Monday through Friday from nine AM to five PM. I can transfer you to someone there if you’d like.

No. Could you actually just text me that info to my phone, please?

Please wait a moment.

I can text you the Gulfport branch address and hours now. Standard message and data rates may apply. Is there anything else you’d like to know?

No, that’s it. Thanks. I’ll be in in a few minutes.

So now you can see with the fully agentic one, just using my voice on the phone in the car, I can get everything I need in order to go in and open alone.

Thank you, Elliot. Appreciate it.

Hopefully, you see how the underlying technology is getting a lot better.

Right? So we just saw the journey we ourselves took in different phases of those, you know, tech technology, like, generative agent take and how the experience is drastically changing for for the members and the customers.

So that’s the exciting part. Like, the AI is getting better, and not all AI is equal.

Right? That’s very important.

So, you know, thank you for that demo, Elliot. Appreciate it.

So, you know and and this AI could also help a lot in fraud prevention. Right? So if you look at the screen real quick, the AI is gonna continuously evaluates the risk of the questions you’re asking and automatically classify them into no risk, low risk, high risk, and then appropriately trigger very advanced form of verification like device biometrics, like like using face ID, fingerprint ID, anti spoofing technologies where there’s, you know, thirty different checks that could happen to prevent fraud.

Or someone who doesn’t have a smartphone could be more traditional authentication, like in wallet, out of the wallet, you know, information for verification as well.

So, you know, it’s it’s ensures, you know, the safety while ensuring, you know, twenty four seven self-service. That’s kind of the key. And now what

we’re gonna show is another product suite that Bank of Guam uses. It’s called, you know, Chat dot ai.

You know, it has multiple modules under them, including the AI that can help with finding products and services for your new members and customers and an AI that can do all of the things practically digital banking can do and through just talking and chatting. And then AI that can co browse us, and then also an AI that can do upsell, cross sell, and insights.

So we’re gonna show you a quick demo of the same.

And, you know, and and keep in mind, when we’re showing some of these are more latest version of the software that Bank of Guam is here to and upgrade. So with that, I’m gonna request my colleague here to help me with the demo.

So, you know, John, don’t worry. We didn’t change your website, but we just added more advanced bot for people to get an idea. So this is the next version Bank of Guam is gonna be on, which is more agentic. They have not launched they’re one version behind today. So we wanna give you an kind of a sneak peek once they do upgrade or or or look like. But then you’ll also hear from John and Kyle with the even being one version behind, how much significant value they already prior to their customers very shortly. So let us try a couple of questions here.

You you know, we’re quickly asking some of the questions similar to Elliot asked, but on chat, we are specifically giving some location we are at and asking for nearest branches.

The AI was able to figure that out.

You know, we we John, we intentionally avoided asking this question on the call because I may mispronounce the names.

We kept them for chat. So it shows you the locations, you know, close by. We’re gonna try a couple of questions here. Again, everything you’re seeing, how AI is responding is fully autonomous. No one is sitting there scripting. Definitely, John’s team is not kind of scripting any of these responses, automatically finding from the website and responding to some of these.

We’ll show you a couple of questions and we’ll move on.

Let’s try a couple of here. I’m looking for a credit card that has cashback benefits.

It’s in real time looking for the knowledge in the website and shows you the best credit card that offers cashback.

John, is this the right one?

Yes. That is the right one.

So, you know, let’s let’s let’s show probably one more real quick, and they call their AI Kara.

You know, of course, this is a demo for their next version.

So it says, what time are agents available to help? It pulls up and shows the time that agent’s available and things like that. You guys go get get an idea. So it’s fully unscripted, but at the same time, it is safe.

It’s not making things up like chat GPT would do, and it’s very accurate. You know, it was close to zero hallucination, know, and to ensure the information is accurate. It’s definitely more accurate than your best performing, you know, customer support representative. Right?

So, you know, AI is really getting very, very advanced there. So we’re gonna show you a couple of things here on the chat. You know, switch to, you know let’s say, if someone find a product, how they wanna apply. Right?

So this is the part that Bank of Guam is not live yet. So, I mean, you know, these are the modules they’re gonna take in the the plan plan of the you know, deploying soon.

We wanna give you a quick sneak peek of, like, a a more holistic suite of products so so it will be more contextual. So we’re gonna quickly open up here and ask a couple of questions, you know, to show you where Bank of Warm, Kara, is heading. Right? So their AI. So we’re gonna ask I’m looking for a student loan, and it ask any specific features.

I’m gonna say I wanna say more where cashback.

And it says I’m gonna do research. So the moment you let it do the research, it takes control of the website, automatically navigates the website, looks up the best credit card, and provides the credit card automatically brings them to that page and provides the reasons why they need to pick.

Now we’ll show how, in the future, Kara could be applying for a credit card. So so if you click yes, apply, you know, the AI will automatically evaluate your application and come back and say, hey. You know what? Upload these documents for me.

I’m gonna take care of applying on behalf of you. So all you need to do is sit back, just upload those documents, and relax. Don’t need to go through this ten page form. Right?

The AI analyzes all the things you uploaded, comes back and says, you know what? I got everything needed to apply for the application successfully. Can I go ahead? You just click a button.

The AI takes over your screen and goes through the entire application, automatically fills it out, and gives you, you know, control back when the application is complete.

So that’s where, you know, AI is heading. It’s ex extremely exciting, isn’t it?

We’re gonna have a lot of time at our hands. So, John, what do you think?

No. I mean, that’s that’s kinda exactly the, those next steps. Right? It is Yeah. Even less friction for the customer that then provide all the information and be able to, to enter it off for them.

So imagine, to your point, having a lot more time in our hands to Okay.

Or even our our our customer service agents’ times in their hands, right, to have those more valuable conversations, cross sells and upsells, right, to increase that relationship with our customers. So, yeah, that’s huge.

Absolutely. We just wanna show you how this AI would look within your online mobile banking, and then we’ll get right into hearing from John and Kyle more. So imagine a similar powerful assistant within your online mobile banking. It could be a great companion.

You know, people today, online mobile banking supports so many features. People don’t don’t have time to figure out where is this all hidden. So you gotta understand their menus and buttons and, you know, and click through that menu. It’s very time consuming.

You know? And and the AI could be a great companion. So we’ll show you a couple of things here real quick.

You know? It’ll show you how personalized the AI is gonna be and things like that.

When we try on the credit card payment real quick to give you an idea, you know, unlike in in online mall banking, so usually is, you know, very static in terms of experience. Right? So, you know, it it it presents the same form every single time for every single, you know, customer. But I wanna show you how the AI is gonna make it extremely personal.

Here, it’s saying, I wanna make a hun a hundred doll a thousand dollar payment on my credit card. It just didn’t say, okay. Here’s the next step and blah blah blah. But it came back and said, hey.

For you as a customer who is making this payment, you’re gonna be running low on cash if you do this right now. Why didn’t you take it up and schedule it on January third? Right? So that’s the power of personalized banking.

Right? So and you click a button, you know, you’re you’re done. So you added, you know, AI added significant value at the right time, for your customers. It’s kind of a important financial insight, for their financial well-being.

So that’s the kind of example of how personalized it can be. Not static forms. They look the same. You gotta find the menu.

That that era is going away. It’s like the button forms.

Do you see them anymore?

So they’re gone. You can zoom into your pictures and, you know, kids can’t draw if it’s a button phone. So it’s you know, in retrospect, we all kind of think how did we use those phones in the past. Right? So that’s the similar moment in banking now. Once you get used to this level of personalization and going back to online mobile banking, it feels like, oh my god. We went back twenty years.

So and we wanna show you one more experience, the last one, which kinda shows you how powerful this AI could get. We’re gonna ask a a question that bothers all of us. How much money I’m spending on all the streaming subscriptions?

Glad with Netflix acquisition, probably, the number of them would be less.

So, you know, it’s almost impossible to find this on your online mobile banking. So let us show you how AI could be a great companion. So it could it says, I’m gonna pull this information. Can I proceed? You say yes.

It takes control of your online mobile banking, goes through every account you have, downloads those statements, analyzes transactions, and puts together a neat graph for you showing, you know, where the money is spent.

And by the way, you’re still on online mobile banking.

Click the button on the right top corner. You went you go right back to online mobile banking. If you click it back, it takes full screen. You don’t have to click it. AI knows when to take full screen, when not to take full screen.

So I see John is very happy where where Kara could be going. So, John, any any words on that? I saw you try to unmute.

No. I I mean, you know, given that there are other apps out there, right, that you have to download to to manage subscriptions. Right? But imagine, again, to your point within your online banking, one stop shop, right, for our customers and, again, decreasing those frictions and to really let them get a a handle on their on their financials. So, yeah, it’s pretty cool.

Yeah. So, of course, the last few things we showed are, you know, something Bengui Guam is is thinking about in the road map.

You know, with that, we can kinda give you an idea of how agentic AI is changing banking experience, like, on both on voice and on digital and also employee, which we didn’t get a chance to show you today.

But, you know, one of the following meetings you could set up with us were to show. With that, I’m gonna hand it back to, you know, Amber to show us and to talk us up take us through the journey of Bank of Guam in their AI journey and all the results and the impact they’ve seen and the challenges they’ve had and why they even started the program to begin with. So let me go share that screen here, Amber, for you.

Thanks, Shree.

Well, so happy to see you, John and Kyle. I wanted to just take a minute and put up this little intro screen for the Bank of Guam. Sri did a great job of sort of introducing you. Do you wanna give us your titles a little bit just to start?

Yeah. So, good afternoon, everybody. My name is John Regis. I’m the director of business innovation, and I’ve been with the Bank of Guam for ten years now.

K. Hey. Happy day, everyone. My name is Kyle again. I am the contact center manager, and I’ve been with the Bank of Guam since two thousand nine. So, the math, I think, is, like, maybe fourteen, thirteen years, something like fifteen years.

Amazing.

One of the things that Sri started us off with, and he sort of introduced Bank of Guam founded in nineteen seventy two. Currently, two billion in assets and a hundred and twenty thousand customers. One of the most important things I see on this slide I wanted to call out because it’s something that we, know is a core value of yours is that how committed you guys are to your founding mission, which is empowering island communities through education, small business support, and financial inclusion. An amazing mission indeed. So with that, maybe we’re gonna show a little video about Kara in action.

I’ll have to stop and reshare to Oh, sorry about that.

No worries. The audio has to come through. It’s the lab. Zoom is a little weird. Let’s try this. Okay.

While he’s doing that, just a little moment. If you’d like to see more about what Kara is up to at Bank of Guam, you can visit their Instagram page or their YouTube site. You can see a lot more than what we’ll even show you today.

Yeah. I think the why don’t we come back to that? Sure. I think the host has to enable share audio sound. Just gonna back to that.

Well, let’s go straight to our q and a then. So we’ve prepared some q and a with you all today. So if you don’t mind, I’ll ask you the questions, and you guys can give us your answers. So question number one, how is Bank of Guam’s business strategy delivered more effectively with AI?

Alright. So, yeah, I can take that.

Again, thank you, Amber, Sri, for the opportunity for us to to be a part of this webinar. Bank of Guam’s business strategy, right, we we we knew we had to start from, have to have had to have had a starting point.

In in in any instance, when you move into, new technologies, right, you wanna make sure that you you get some of that technical debt out and and and enhance your technical stack. And really the crux of all our our, digital transformation, you know, business strategy as a whole was really, refining and retuning our data. Right? Data high hygiene is important across any type of technologies that you bring in for customer data and also on how your employees interact with our customers and and increase those personalizations.

You know? And many organizations, you know, there’s tons of data, lots of different data store sources, credit cards, loans, deposit accounts, online banking. And really to make, AI effective, you really have to start with your data. And then as you begin your journey, you kinda we’ve always taken a crawl, walk, run approach, right, and to really build a foundation and also add in those new technologies like, APIs, right, to ensure that we can seamlessly integrate and get all the different types of interactions of our customers into one three sixty degree view.

And with all that, that will, you know, eventually or ultimately, have a you will be able to have a very strong AI because, as Sri had demonstrated, it’s gonna learn all the different data data points, and components within the organization to better interact with the customer, right, not only with the services the bank provides, but also insights to what the the customer has in those interactions and products and services. So so that was our strategy, right, in in our whole, transformation.

Amazing.

Awesome. If you wanna go ahead and go to the next slide.

Just as a reminder, these are the interface solutions that are in production at Bank of Guam today, and they’ve been live since March of twenty twenty four for the voice AI in the chat since, September of twenty twenty two. If we keep going into our journey together, I think we’re gonna show you a little phone call automation.

And if you wanna try this yourself on the next slide, I think she’s gonna show us. If you wanna try out Bank of Guam’s Kara, you can experience that by calling six seven one four seven two fifty three hundred.

Should we go to the next set of questions?

Sure.

Alright. What were the problems you were trying to solve with Voice AI when you adopted it?

I can take this one. Great. This one was a big one for us, man.

You know, there was a few things that we knew that we needed to work on. Right? One was our replacing our legacy phone system, man. It was super outdated.

It lacked the flexibility it needed for our customers and our contact center agents. Right? One was our old IVR, man. The old IVR menus were very, you know, very robotic.

Right? It’s like, can I get my account balance? Can I do my transfers? And it’s just giving you that.

We wanted something a little more natural languaging. Right? The next one was our our wait times. Our wait times were super high.

You know? We’re about over forty minute wait times. We’re trying to figure out, you know, what what’s out there that can help us with this.

What comes with, you know, long wait times is a high abandonment rate. Customers are on the phone for so long. Right? They’re like, man, I give up, man. I can’t get ahold of an agent. I I just want my account balance. I just wanna see what branch is open, so I’m just gonna hang up and probably just go into the branch myself because it could probably be that much faster.

The second, what comes with that, right, is automate general inquiries, man. There’s customers. Our contact center agents can be doing so much more. We need something to to help us with with just that.

Just, hey. Could I get my balance, my funds transfers? Can I pay for loans? We need something to help us with that.

And the last one was our team our Bank of Guam moves towards a enabled a sales culture shift. Right? So we wanted to make sure that we’re on point with that. So while the bot is taking care of all these general inquiries, our teams can now be focusing on on selling more stuff, you know, being more intentional with every interaction with their customers.

And that was a big, big one for us.

Amazing.

And just one one thing to add is, you know, with the communities we serve, right, there’s a lot of intention of I just I just wanna make a phone call. So providing these capabilities, with a more robust, you know, AI contact center, they can all that block and tackling can happen can happen, with the on with automating those general inquiries and really get through to a live agent for for things like fraud, things where that need more time and care in in servicing our customers. So, yeah, in in in in with all that, we always go back to, you know, ensuring that the customers that we serve, we we don’t, I guess, scare them off with all this, you know, AI or even, robotic type of, interaction.

And we can see how hard you worked with Kara to just show her personality and to to demo her to the customers like that. It’s amazing stuff. Love it.

So when we talk about, implementation, maybe you could talk to us a little bit about, oh, I apologize. Where how did you go about your partner selection process, and where did you look for partners? And then as a follow-up, why did you choose us?

Yeah. So the the journey be like I said, the journey began, or I’m sorry. Kyle was was mentioning. Right? We were they defining the need. Right? What what problems were we trying to solve?

And when we looked at the technology stack, out in the market, we really wanted a partner that was scalable, right, and providing scalable solution that can grow with us and how we deliberately want to kinda start with something small, more general, and now we’ve evolved to, authentication. Right? And you’re able to do a lot more things, with multi factor authentication. You know, security, safety for our customers is always gonna be key, and making sure that, you know, those all pass, heavily regulated industry as in financial services.

Omnichannel, right, as as, as the market continues to dictate what what is really omnichannel is basically, you know, when when you when you’re looking for, you know, different vendors out there, it’s not a matter of, you know, taking what customers from one channel to another. It’s just you’re opening another channel, right, to be able to have customers interact and and attracting, you know, other demographics that may not use our services today. So that’s kinda what really drove our our decision and, you know, especially when we’re looking at when we’ve created a redone our entire foundation of technology and integration’s key, integration’s first, cloud first, API driven type of integrations, and little to no customization.

I know there are certain instances, right, where very where a very unique demographic, also uniquely, in a unique in a very geographical way as well. So we needed to ensure that, you know, with some of the technology challenges in in the different areas that we serve, that we we have a a, technology stack that can support that as well. Right? And so over time, it’s ensuring that, you know, that crawl, walk, run approach again is in, taking our customer through that journey.

Kyle, did you wanna add some something to that?

Man, I I think I don’t know if you went over integration. Integration is a big one for us. You know? When we made that selection, it was like, are they able to integrate with their CRM? Is it are they able to integrate with their contact center solution? So having one system that’s able to to connect with all of these things just made it that much easier for, our experience here at the bank one. So that was a big one for us too.

Love that. I it’s important to talk about too. It works well with how we work with other providers out there. So I wanna make sure and point that out too.

Awesome. Now we can ask this question. Can you walk us through your implementation journey?

I can yeah. This is a great one, man. John’s always talking about that crawl, walk, run approach, and that’s how we did that when we implemented. We did it in in phases.

Right? What we didn’t want to do is was Guam Bank Guam’s culture were very traditional. Right? And we’re focused used to just walking into the branch and not big on change so much.

Right? So this whole new AI thing was was super big and super new for our people and our and our and our employees. So we wanted to start small. We started with with a few things before we implemented, like, voice AI and chat AI at the same time.

So what we wanted to do is something a little more small. We started with our with our chat bot first. So we introduced AI to our chat bot first. That was where, you know, minimal customers were visiting, but we wanted our people to just be familiar with with this new system or this new artificial intelligence that’s coming out.

So we introduced it to our chat. Once they kinda got familiar what chat was, we’re like, okay. Now let’s get rid of our old legacy IVR. Right?

And let’s input that in front on the front end where, like, sixty percent of our customers are contacting us. So we put that through our phone. So now that they were kind of familiar with chat, we went over the phone, and then we started, replacing those things. And, man, it’s just it’s been great since then.

I love it. So I heard two things that were important to you in your implementation journey. John, if you wanted to say something, I apologize. I heard personalization and safety were two of the key pillars on how you chose to roll that strategy forward. Yeah. Okay.

Amazing. I think those are things that are really important in a lot of people’s minds. How do you do it right? Right?

So let’s talk about impact. What have you seen, and what’s your adoption?

Man, adoption’s been great. If you wanna go through the the next slide, it kinda just shows a bar graph of, where we started. Before, we just launched with, I think, with chat, early on, and we started off at a thirty percent, automation. From then, we removed our IVR, and we bumped up to a sixty percent auto automation, and we’re just been hovering over that for a while. So that’s been a really good one for us.

Incredible. Yeah. Next slide. I can just walk you through this right here. Right? This was a big one for us.

Again, sixty percent calls automated. Basically, what that means, right, is all of those calls could have been hitting straight into the context center handling, you know, the most mundane stuff like account balances, funds transfers, loan payments, shoots, branch hours, who’s your CEO, you know, what is the routing number. Right? So a lot of those calls are now sixty percent automated, which could have been handled by an agent.

So what happened there was it gave us time for our agents to kinda focus on more complex calls. Right? Be more intentional with the service that they’re providing. Actually, ask the customer, how are doing today?

Right? And those are big ones for us because, you know, you see the next block there was our CSAC goal was now achieved. Our agents are now able to spend time on the call and be like, man, how are you doing today? I wanna help you out.

We were hovering before AI. We were under our our target, which is at a ninety percent customer satisfaction.

Just because, you know, when people are calling into the contact center, they’re not calling to praise us for the most part. Right? It’s like, hey. I need help with my call.

You know? I need help with something. So we’re kinda on the back end already. Right?

So we had to figure out how to make that a lot better. So when the calls are coming through, we already knew what they were calling about. Right? And just that switch, you know, when the customer hears that, hey.

I see that you’re calling for your Visa debit card. How can I help you out? That, already increased and changed the momentum of when the customers were calling in. So that was a big one for us.

No new hiring. John made mentioned this, on our last call. Right? It’s although we have all this new implementation of AI and all kinda it seems something big, we didn’t need to hire anyone new. We we see we we saw all these results without a new FTE. And if we can save money, man, that’s a big one for us.

And then the next one is we talked about more complex calls. Our agents now, there’s a new program that’s called next best actions. It’s basically our cross sell program. Our contact center agents weren’t able to participate in that just because our call queue was was bombarded with so many customers coming through.

So we were able to now say, hey. Now we actually have time to spend on these calls. Our average handle time doesn’t need to be four minutes or three minutes. We actually can take our time and ask our customers what they want.

Do they wanna sign up for online banking? Do they want a new loan? Do they do they want a credit card? You know?

So these were things that now our agents are are able to do today because of, Interface’s help. You know? So thank you guys. Yeah.

Awesome. Yeah. And I think the the pleasure.

Yeah. Sorry, Amber. Just real quick. Just I think the biggest thing for the contact center, right, I was looking at some of the stats.

Right? Their close rate is roughly seventy five to eighty percent with those cross sells. But now it’s it’s really, you know, switching the contact center as a cost center per se and really being a revenue generating cost center, right, and and adding that value in a with the time that they have, to be able to have those conversations, right, and those outcomes. So it’s it’s been it’s been a great, success for the team.

That’s right.

They’re not so stressed out.

Yeah.

Which we definitely like. I was trying to pick my favorite of the four impacts that you shared with us, and I’m maybe you could tell me yours, but I’m having a hard time picking between CSAT and the sixty percent call automation. Both amazing.

I think my favorite part is, honestly, letting the staff be humans.

Right? Right?

Like, not machines. Right? Like Yeah. Yeah. Because because, you know, you get, like, sixty, seventy calls.

Each staff member is on spot every single time they pick up a phone, and anyone could ask anything and they had to go back to back one call after another. It’s a thankless job, and it’s almost like, you you know and you gotta follow the script. You gotta do that. You know, who’s follows a script?

Machines. Right? Not not human. We’re we’re meant to do more creative, higher stuff. Right? So this is, like like, repetitive task has been outsourced to AI so that you are now able to do more creative work, is building relationship with your customers, truly caring about them, not worry about your clock ticking that, you know, five minute average handling time you have to hit.

Right? You’re you’re truly going an extra mile to help. Right? So That’s probably my favorite part.

Like, you know, you’re using a machine to, you know, not have a humans to be a machine. Right? So Right. The you know, that’s that’s kind of a big big outcome, I would say.

Awesome. I think we’re switching to talk about chat a little bit more in our next set of questions. So we’re gonna talk a little about AI chat and chat automation. So for our first question for you guys, what were the problems you were trying to solve for with your customers at the Bank of Guam with chat AI?

Man, this is this was a good one. I think, John talked about the omnichannel approach. Man, we just wanted to meet our customers everywhere. You know?

We had multiple ways for customers to contact us, and we just wanted to be there for You ever you guys ever see those GEICO commercials where, you know, like, you’re in the middle of a desert and GEICO’s right there. We wanted that same thing. Right? If someone’s at the beach and they wanna do something and the lines are long, you can reach us through chat.

You can send us an email. You can you can do something which so we just wanted to be there for our customers everywhere.

Next one was our which replaced our legacy chat, man. One once was handled by agents only, you know, we wanted to replace that. Now we have a and that was limited to nine nine AM to three PM, and that was, like, Monday through Friday only. Now we have a twenty four hour full on chat that could assist you throughout the whole day.

Before, we didn’t we have a twenty four hour contact center, and and that’s hired and that’s manned by, you know, agents every single day. Now there’s talks about, man, we may be able to close the contact center on the weekend and have the chat or Kara handle that. So we’re not doing that just yet, but it is a conversation that we have. If my boss is on the line, maybe she’ll think about it after this call. You know?

We’ll put in a good word for you.

That’s a big one for us. You know?

And then, yeah, scaling chat to twenty four seven with AI. So, yeah, those were kinda the things that we wanted to change.

Amazing. Well, I’m excited because I know in a minute, I’m gonna say, what kind of impact are you seeing?

Yeah. Impact is the same. We’re we’re hovering about a sixty percent, automation for this. Again, a bunch a lot of the stuff that are coming through are more gen are more, general increase. They’re calling in, and then I think I don’t think our chat channel is is is that busy, but it is, it is getting there. It is a channel choice for some a lot of our customers.

Yeah. And the the the volumes have definitely increased over time. Right?

Yeah.

Even with the nine to three, things were getting solved, but it wasn’t a secure channel. Now with chat authentication, customers are now able to to authenticate and do things that they would normally do. And some some folks online may say, well, why don’t they use online banking? Again, we serve a very, niche demographic that they just love that, you know, close to human interaction and not necessarily pressing those buttons, Sri, as you as you mentioned. So imagine if we start, continuing this journey to add those seamless interactions where it’s it’s less buttons and more things happening in the background and and displaying the the outcomes for our customer, you know, we’ll start seeing some of that natural migration, of more things that they can do both on the website, right, as a from a chat perspective and then moving into online banking, which is also pretty powerful in and of itself.

Yeah. The niche customers you’re referring to, John, they have another name.

You know? They’re Gen Zs and millennials. You know?

They they are the one don’t like to do anything beyond chat. Right?

So Right.

This is a great tool for younger members and attracting younger members too. Right? So Correct. So there’s a a pretty amazing kind of impact here as well. There’s a couple of more things that there’s a significant impact here.

Yeah. I can I can walk through this? This one the the first one here, you know, sixty sixty percent automated, two hundred hours saved monthly, which an employee would have been doing. So you can imagine, you know, because they’re we are a twenty four hour chatbot, you know, an agent could have been there just answering, you know, x amount of calls, you know, or or two being there for two hundred hours.

So you can imagine how much money we saved per agent. Right? So that’s a really big one for us, you know, twenty four hour support throughout the whole day. There’s another big one that’s not on here.

It might not be AI, but, you know, just the opportunity because we have chat now, we have the opportunity to, like, switch to video calling, you know, that’s a big one for us, with our agents. So, those are just new there’s new things coming and the ability to, like, update the website, provide information, how easy interface has made it for us to to before it was all intense driven. Now it’s, you know, generative AI, and it’s a lot it’s a lot easier for us to input information into our website, and then the chatbot just reads off of that. So that in itself, we would have to constantly, like, create intents to to do that every month.

We wait for, you know, interface to come back, but now they made it so much easier for us. It’s all within our control, and we can update update that whenever we we need to.

So exciting. And you could do it all without losing and actually actually gaining CSAT.

So, like, it doesn’t get better than that, I don’t think.

Right?

Okay. So I think this is probably why the people are here today on the webinar. Can you share some best practices for financial institutions who are looking to adopt AI solutions?

Yeah. I think the the next slide’s pretty powerful in in kinda a summarization of everything that we have spoken about. Right? Really and truly, I’m I’m gonna continue to say crawl, walk, run. You know?

Define the problem you’re trying to solve and ensure, right, that with when you’re building that infrastructure and foundation, data first. Right? Because the the last thing you wanna do is have wrong data even if it’s if it even if it’s AI, but the AI is going to have a have to find the data, right, to make sense of it, and to be able to to, you know, add those natural language, processing. So when you you know, as as you kinda go through the the journey, right, you have to assess every phase.

Right? And and we we we took a very, long time deliberately in rolling these out because we wanted to make sure we assessed every phase and ensure that, you know, there’s no disruption to our customers, right, or even kind of, quote, unquote, scaring them off. Right? Now Bank of Guam is fully automated.

You know, when you choose scalable partners, then you you they are there to grow with you in your journey, right, and and increase that, those capabilities over time. Kyle mentioned that before we were we were intense driven, and now you can make a change in the website, and it it’ll it’ll know I’m looking for the hours of operation. And and if we change our hours of operation, it knows exactly what we’re what we’re trying to, communicate to our customers. Integration first. Right? Cloud first integration first makes things so much easier. Getting rid of those technical debt as you layer on on your technology stack.

You know, you wanna make sure that you peel off all the legacy. Right? And so, the bank has over time, our journey began roughly twenty eighteen, twenty nineteen.

And and and, you know, through the the pandemic, through COVID, fortunately, unfortunately, it really pushed our customers, right, giving given their their dependency on the branch to do everything online. Right? So we had to switch gears and making sure that all the information is available to them to be able to deposit checks at the ATM, deposit checks using their mobile devices, right, and really using the the, the platforms of social media. Right? Because people aren’t gonna pick up a newspaper. People aren’t gonna, visit the branches to learn these technologies, and the power of social media really helped us, right, to, excuse me, really, transform, the technologies that we had within the organization and our customers to adopt them. You know, one of the things was launched internally first, making sure that we have our our employees buy in.

Because if they can’t do what we want our customers to do, they’re the first promoters, right, between friends and family. People you go to the outside of the the, into the different stores or the coffee shop, you’re wearing your Bank of Guam uniform, someone’s gonna stop you and ask. Right? Or if you’re getting coffee and and and, you know, you’re using the terminals that that is a Bank of Guam terminal, they’re gonna ask you. Right? So just making sure that we launch internally first, build that campaign and awareness, and that they can do what we expect our customers to do.

And then you you bring a a whole strategy, right, from branding perspective, market externally, and be very deliberate. You know, it took a it took us a while for Cara to be launched, like, a a really full blown launch because because we wanted to make sure she was ready. Right? She was ready to service our customers. And even if the if if our current customer base has had a taste of what she can do, when you put that big bang effect, it just brings that, visibility.

And, you know, you kinda you know, it’s that that competition, right, within within the banks of, with between the islands, and now we can do a lot more, with with even less if if you think about it.

So so that’s kind of that the you know, this page really gives us, gives a sense of our journey, and and the approach that we’ve taken. And and this is just the contact center solution.

If you think of, our journey as a whole as an organization with Cloud First, you know, we kinda we took the same approach between our lending technologies, our CRM technology, and and knowing where we we know where we out we’ve out grown and, you know, being able to move to those next steps and adding those capabilities, not only for the customer’s experience, but the employee experience as well. Because you you don’t wanna have automation for our customers, and then you still have a full army in the back end having to navigate or, you know, the backroom work. Right? So you wanna make sure you balance those journeys, and also make sure your your employees have that same digital experience. So yeah. Those are, you know, quick things just to keep in mind.

And then I can I’ll pass it to Kyle. Some of you know, in the operations side, I think, will be also helpful, to share.

Yeah, man. Dude, the the big one for us was was launch internally first. And I think John mentioned that. Man, you gotta get your employees riled up, get them just as excited.

Because if this is a big thing for us, you know, and and our team truly believes that, then it’s gonna be a big one for the community. Right? So having our our teams understand and actually know what we’re actually doing. Right?

So we we did trainings. We made sure we launched it to our managers first. Before we went out, we had internal, like, meetings with everyone so that our teams can actually touch the service, right, or touch Cara, and they can truly understand it.

Once we did that, then we like what John said, we went above the line, and we introduced it to to the island. Say, hey. This is something new. Go in.

Try it out. We talked about social media approach. We did that. That’s big for us.

And just making sure that, you know, you have a a actual campaign that’s that’s gonna be pushed out so that you’re you’re ready for it, you know, and there it’s actually intentional with what you’re trying to do and what you’re trying to give to our people. So at least for us, that’s kinda what the best practice was. And for us, I think right now is making sure you have although it’s AI, you know, this could create new jobs for some of our employees. Right?

So, have someone assigned to this thing so that they’re actually paying attention to it. You know, it’s it’s only as smart as as how much you make it. Right? So look at you know, AI is gonna only help you with certain things, but you need to feed it information.

Right? So have someone assigned to this piece so that they’re actually looking at it and seeing the responses that’s just being pushed out, and it’s and it’s smart. You know? You don’t want an AI that’s not smart.

So being able to ask someone to science that so that it’s answering those those questions correctly to our customers. You know?

You guys said AI not all AI is the same. Right? It’s how smart you make it. So that’s a big one for us.

Yeah. I remember the journey when it all started several years back. The amount of, you know, hurdles we had to pass through to get here were so humongous. Right?

Like, you know, like, we literally are talking about, three, we are gonna build APIs, and and and then we will plug your system. And I was like, okay. That’s gonna take a few years, and there is a, you know, in my mind, I was like, eighty percent chance they’ll ever go live. Right?

So Yeah. You know, because because often when you work with financial institutions, like, when they take such a big undertaking in the mainland, it usually is a large financial institution. Right? Like, you’re looking at twenty billion, twenty five billion plus AUM take such an approach.

We are gonna Right. I’m gonna put an enterprise bus and middleware, build all of it, and then use your AI. I haven’t heard that from a sub of five billion dollar AEM that often. Right?

So and for us, it was like, okay. You know? If it works, it’s great. You know?

We found, you know, a dark horse who can really has an amazing team to make this happen. Right? So I I and huge kudos for the team to have pulled it off. Right?

Like, you know, for the organization of the size, the kind of project you’ve taken, how you execute it is just massive. You know? Yeah. Kinda speaks volume, you know, how fast the Bank of Warm is growing and it’s kind of people people’s bank in the island there.

So so huge kudos there. Yeah.

And Finally on the on the You bring up a good point.

It you’re it it’s really the executive support. Right? Executives really if you if you have their support and you have their the same driving motion, right, as as as, the between all the leadership team, that’s where that’s how we can get things going. Right?

They understand the need to ensure. Right? Because our region, right, is is fairly small as it is. We do have some good competition out there.

So in order for us to really stay ahead of the competition, and, you know, provide those services and, you know, the ability to to also, right, increase that employee satisfaction. I’m always gonna go back to that because, you know, we can do as much automation in the front end for our customers. But if we continue to still need a full army of monotonous or mundane tasks, then then we’re we’re not getting something right. Right?

So we really to your point, we we we build our our service layer. We built out our APIs. And, again, very deliberate, and it was kind of in tandem in this journey, right, from our whole digital transformation, not only on the infrastructure and foundation side, but also all the technology stacks we’re now layering. So it’s, the fruit of of the the the, you know, the fruit of everyone’s labor, the success of the team.

There’s there’s you know, across the board. Right? IT and operations really work together and collaborate. And we kind of you know, really and truly, you you break those barriers or silos down between IT and the business, right, and really have true partnerships, between IT and the business, because that’s where, you know, you you wanna make sure that you are getting the the needs and the requirements of the business to be able to solve for those technologies.

Right? And so, the collaboration and and and everyone, again, it’s it’s it’s really top down. So that’s how, how and why we’ve been very successful in in this journey in the past, five, six years. So that’s been it’s been great.

And, of course, partners like like Interface, right, really helps, from a scalability standpoint. And and the patients, to Sri’s point, is like, you know, are they can they really do this? And the answer is yes, and here we are.

Oh my gosh. You guys are such a great partner. Thank you so much for your time today. I just wanted to say, from all of us here, and I think folks that, you know, attend our webinar will hear your thoughtful approach and how in tune it is with your mission. So thank you so much.

Appreciate it. Thank you.

Wonderful, Kyle and John. Appreciate sharing that amazing journey and story and and impact to the community and the innovation and how you’re leading there in the in the highlanders. Huge kudos to the team. I com completely see the leadership. It was built as such an amazing team to be able to accomplish something like this.

You know, with that, just one last announcement from us, and we’ll open it up for q and a and see if there’s any questions from the audience. For the folks who are able to join us for the webinar, we we have created a a token of thank you, which is we have a fraud solution, which is kinda industry leading where you can use face ID, fingerprint ID to verify as well as the anti spoofing capabilities. We’re giving that at no cost for to all of that in these.

And, of course, for Bank of Guam, if you’re interested. So so, you know and and we’ll open for q and a here real quick.

So check if there’s any questions from the audience.

Haven’t seen any questions just yet.

Okay.

Hopefully, if you have some, please do feel free to put those in the q and a. We would love to have, either Sri or our friends here from Bank of Guan answer live.

Give you another minute or so just in case the pressure of the questions.

Well, while we are waiting for a few more questions again, just wanted to thank you both for joining us today, and and thank you again for your partnership and your friendship as we’ve kinda navigated the journey together. So thanks so much for that.

And, Sri, I think I may be turning this back over to you.

Yeah. No. I think I was we’re ready to conclude the webinar, and I appreciate John, Kyle sharing the journey.

You know, it’s the the wonderful part of this is is just getting started.

It’s just so much to do with AI. AI is gonna be a big topic for the couple of decades to come, and you guys are already pioneers. You are many steps ahead of the pack.

And, you know, hopefully, continues to drive your business, and we wish you all good luck with that. And thank you for joining us today.

Yes. Thank you again for the opportunity, and look forward to the continued evolution of our our contact center and and services that we provide our customers. So thank you as well.

Thank you. Awesome.

Have a great day. Alright.

Have a one.

Bye bye.

Bye.