Secure Banking: How to Achieve A+ Security Without Compromising CX

Welcome, everyone. Thank you for joining us for today’s webinar.

My name is Chris Bechtel. I’m the VP of marketing here at Interface AI. I’m pleased to have all of you join us today for our exclusive webinar, the future of secure banking, how to achieve a plus security without compromising CX, a conversation with Great Lakes Credit Union.

I’m thrilled to have you all with us. So today’s session is all about tackling one of the biggest challenges in financial services right now, How to protect our customers and members in a landscape of digital growing threats without compromising on the user experience.

As technology advances, sort of the tactics of fraudsters and as we as an industry are faced with this urgent question, how can we keep security front and center while ensuring every customer interaction is seamless and frustration free? So this is talk is, sponsored by us, Interface AI. For almost ten years, we’ve been building conversational experiences for community banks and credit unions.

Today, we’re trusted by more than a hundred financial institutions to power intelligent conversational banking experiences, sixteen million consumers, one point five million conversations every day across voice, chat, and employee AI. We offer over sixty solutions, both member facing and employee facing, that help our customers start small with their most urgent use case and grow their adoption of AI over time. So for example, credit unions can start with just AI powered phone banking, and we’ll talk more about that later, of course. You’ll see some of the, impacts that that’s had on Great Lakes Credit Union. But when you’re, of course, ready to add employee AI, that same AI brain powers the new use cases as well. So you don’t have to start from scratch all over again and retrain each AI solution as you grow your use of AI across your organization.

A couple of quick housekeeping notes.

I would encourage everyone to stick around until the end of today’s presentation.

And if you can move to the next slides there Tal.

Again, like what we’ve talked about a little bit about Interface AI, we deliver over sixteen million consumers, frontline employees across the US and Canada. We process over a million and a half conversations per day, which deeply understand language and sentiment. We’ve got some leading endorsements from Gartner, America’s Credit Union, our partners Allied, and many others. We’ve been endorsed by twenty three of the state leagues.

Next slide there, Talib. And some of the folks that, I talked about a moment ago, again, we have all of these solutions so you can really start small and continue to grow, which is essential.

I would encourage all of you to stick around until the end of the webinar where we will have an opportunity for you to license, our device biometrics for free. All you have to do is, of course, stick around to the end of the webinar and we’ll give you an opportunity to get that opportunity.

And we’re excited about a whole bunch of things we’re going to be talking about today in regards to fraud, security, and how to improve the customer experience while still maintaining a high level of security. So some of the topics today, if you can pivot to the next slide there, we’ll dive into our agenda.

So we’re gonna be talking about emerging credit unions, our concerns, how do we combat deep fakes, how do we balance customer centric security, what are some of the next gen authentication solutions that are provided by interface. And most importantly, I think we’re gonna see the never before seen device biometrics, which no one else is doing in the market today, which is really groundbreaking. And one of the unique ways in which we’re able to support financial institutions by creating a a fantastic customer experience that’s frictionless while also increasing levels of security that no one else is able to do.

So I’d love to introduce, our featured speaker today who’s gonna take us through some of these topics and share her experiences and recommendations for you in the industry, what she’s been able to do at Great Lakes Credit Union. We’re incredibly fortunate to have Elizabeth Osborne as the chief operating officer, recently recognized as one of the most powerful women in credit unions. Congratulations on that, Elizabeth. Thanks for joining us today.

Thanks so much for having me and for that recognition. Thank you.

We’re so pleased to have you. And, you know, so I guess before we dig in, you know, maybe we can, give, you know, dig into some of the authentication security challenges, what you’ve been doing. But maybe it would be great to kinda start by giving some of the audience a little background into, you know, what you’ve been doing at Great Lakes Credit Union just with regards to AI. We I know you also spoke in front of congress a few months back, also kind of sharing some of the experiences and what’s what the impacts has been, you know, have on your members as well as on the agents.

Talk to us a little bit about, what Olive has been able to accomplish for you.

Absolutely. Yeah. So at Great Lakes Credit Union, you know, we are as it as it’s noted, we’re a one point six billion dollar credit union.

We have seventeen locations in a very diverse membership base. Anything from, you know, communities, so we’re we’re based out of the Chicago market, but we also have a heavy presence in, the suburbs that are surrounding Chicago. So when you think about a big city like that, you’re gonna see very different needs from those members where it comes from language preferences, product needs, etcetera.

And, but one constant across all of it is technologies. There’s a need for technology and also has to make sure that it’s secure. And so, as part of my role here at Great Lakes Credit Union, I oversee technology as well as, some operational type and change management roles in the organization.

But a couple years ago, almost two years ago, I started down the path of really just trying to find a partner, to address what I considered our primary use case for need for automation improvement, which is more member facing. And so, for those of you that heard the testimony to congress, which, America’s Credit Unions greatly helped me with, We broke down, how AI can be used in the credit union industry into really four primary topics. And where it helps most credit unions, what we’re seeing today is many are adopting more member support solutions, how AI can assist with that.

And the other use cases are could be fraud. Right? So think about how security plays into that as well as automation efficiencies and then also lending decisioning.

So for us, we had you know, coming out of COVID, I was running the contact center at the time. Our our CXO, Patrick, now oversees it. But, he you know, at the time, we were having a really difficult time finding the right people to support our members and retaining them. It was, staffing was a challenge then.

And, also, if you think about the role of a call center agent, it is a rough job. We are asking them to know every single aspect of the organization, and to handle multiple calls, from a variety of different members who have different needs, and to do it with a smile on their face, and so it can get kinda stressful. So we wanted to make sure that we found a partner that could help us really elevate those positions and also to address that need. And so, we ended up deciding on Interface AI.

I found that, the technology that was being offered as part of the virtual agent, surpassed the competitors. And, I’m very happy we made that decision. Olive sits at, our, our primary phone number. Right?

So someone calls Great Lakes Credit Union, the very first conversation they have is with Olive, our virtual agent.

Today, they can speak English or Spanish to Olive, so that’s huge, especially in the, Chicago. It’s a very large Hispanic population here. So that was a big win for us introducing that in partnership with Interface AI. And then through that, they’re able to, transact on their account due to integrations we have through authentication and also our core system and others. So, it’s been a very good journey. So off to a great start.

Fantastic. And so, obviously, that’s one of the key reasons why you did choose to implement all. What are some of the benefits? Like, if you had to kind of now now that you implemented all of, what does all have been able to do for you?

Yeah. So all of, for those members, what we found as we were digging into figuring out what’s the best way to introduce all of our virtual agent, we decided to focus on more transactional needs. If you and for any of you that are running a contact center, I highly suggest take a look at the topics, the main questions that your members are asking your contact center or if you don’t have a contact center, your staff that are answering phones.

And it is highly likely that many of those members are asking for things such as what’s my available balance, what what are my last five transactions, what are what is it? Let’s see. Other types of questions could be, you know, when our branch is open, when you know, where ATM’s located, etcetera. Right? There’s a variety of things. Take a look at those top calls that you’re receiving, and I can almost guarantee that that a core integration with a virtual agent like Olive will address those needs. And so that’s what Olive has done for us.

So since her her introduction, she’s now handling over sixty percent of all calls during business hours, meaning that members are having conversation with Olive. They’re getting the information they need, and they no longer have a need to speak to a person. Alright? What that allowed us to do is elevate the role of the contact center agent to more of a consultative type position, which is a, a better career path for those individuals because they’re then able to assist and support those members with more, specific needs.

Yeah. Right. So some of them still choose to talk to an agent for transaction needs, but much fewer now. So now it’s a much more enjoyable job.

Right? Instead of just listening and feeling very repetitive and almost robotic, our agents are able to have that conversation to help our members, which ties into the credit union movement. That’s why we’re here. We’re here to help them to educate and to ensure that they have the services they need to reach their financial goals.

Fantastic. And now how about the same thing with after hours. Also, it did it it also increased your after hours capabilities as well. Right?

Yes. So, you know, a couple years ago, we were looking to expand support to after hours because our members have a need. You know, if you think about average person, you know, they’re working Monday through Friday, so it’s really hard to take time out of your busy weekend or to try to take a break from work or even just having that flexibility with such a need for after hours support. And so instead of expanding hours of our of our call center or contracting with a third party to provide extended hours, instead, Olive is now tasked with being that primary support.

And so during business hours, we’re seeing seventy percent of calls are fully handled by Olive. So people are using that channel and saying, hey. I I have a need. I’m just gonna call into it to get my balance or whatever the case.

And they’re using it. There’s not a need. The remaining thirty percent, they’re leaving voice mails because they need someone to get back to them during business hours, and that’s that’s why we have a team there for that.

Wow. Fantastic. And maybe just to give us a sense of of scale, like, how many calls are you getting to roughly in a day? We’re talking over a thousand calls typically. Is that right?

Over a thousand. Yes. It’s, I would say probably fifteen hundred to eighteen hundred calls a day, because it’s at the carrier level too. So this is any call coming into GLCU, our primary phone number. We do have direct lines to employees and so forth, but our primary number, and it it varies greatly based on, you know, when the first of the month falls or whatever the case. Right?

So Yeah.

Holidays increase in calls as you know.

And since you’ve really put all of this the frontline of answering all calls, what would you say? You know, I’m sure you see other colleagues and other CUs, maybe they’re a little less reluctant or, you know, or they’re a little less excited about making it the front line. It tends to be a secondary option.

You know, what would you say to those that, you know, or maybe how would they market, you know, and how do they get members to adopt? Because clearly you’ve seen value and the members have seen value as well as, you know, the organization. So how what would you say to those that are maybe, reluctant to really roll it out and and put it in front of members, and what are some of the best practices you might recommend to them?

Yeah. So I think it’s, it’s a great question to ask, and it’s important for anyone considering this to go into it with the assumption and the knowledge that, one, this is one channel. And so this one channel may not be the preferred channel of choice for all your members, and that’s okay. Our position, our goal has always been to provide our members with multiple options to interact with staff, whether it be through chat or email or visiting a branch or visiting one of our full service ATMs or having a conversation with Olive.

So that’s the first piece. If you just kinda go into it so it means some people aren’t gonna wanna talk to Olive, and that’s okay. You know, we have, sentiment analysis is built in the solution, so that’s great. If someone seems frustrated, it does hand it off to a live person.

But it also just helps to provide those members with that support when they need it so they don’t have to wait for a callback. It’s so hard to meet if you think about credit unions, we tend to skew older with our membership base. Right? So first business day of the month is a very high volume time for members because members that are living off Social Security, that’s when they get paid.

And so they tend to call the call center. And so they’re either waiting on hold for a long time because it’s a high volume day or they’re waiting for a callback. Well, if they’re just looking for their balance, a lot of them through education by our staff help to direct them to having that conversation with Olive so they don’t have to wait. They can wait.

They’re more than welcome to, but given that option so they don’t have to is key.

Another piece I would say is that, you know, just also helping to communicate and share learnings with our members, those that, skip over Olive, try to kind of bypass our virtual agent to speak to a member.

You know, we’ve trained our staff to have conversations by reading the interaction, the script that the member had with Olive. And sometimes we’ve uncovered that maybe a member is calling a checking account, like, by their own, made up name. Right? They have, like, a code name for their checking account.

And so the member just didn’t realize in this one example that we call it a checking account, right, or a free checking account or whatever the case. Right? So we helped provide the education because the member got frustrated. It’s like, well, doesn’t know that you call your checking account Joe Bob or whatever.

Right? And so, so that helped by just saying, hey. Next time, if you call it this, Olive can help you.

And so that has helped, to educate our members, and I I do believe that it’s helped to drive further adoption of Olive as as well.

Fantastic. So and, clearly, there’s a huge amount of benefits. Again, just to recap. Right? So sixty percent of your call containment during business hours, seventy five percent during outside abandoned rate is dropped dramatically.

Right?

And also just the minimum, obviously, there’s a lot more savings. Do you how do you for those that are kind of looking at, like, ROI around these things. Right? Clearly, you know, the the measurable is sort of, like, productivity and how much, you know, the AI is handling versus but I think that talk to us a little bit about how you would look at also, you know, additional benefits that are harder to kind of measure. Right? Like, you were talking about the elevation of agents to a different level as adviser.

How are you thinking about the impact of all of Beyond just sort of time savings?

Yeah. So I I will say, in for this case as well as any credit union looking to adopt AI and introduce it, it’s important to put together a really thorough, well thought out business case that speaks to, you know, could be vendor consolidation. Right? For us, for Olive, it was truly the ability to right size the department to elevate roles that, it would you know, it’s a different salary band for those roles. Right? It’s different. It’s a higher level role, and so there’s more of a focus on support.

And the goal is also to then be by providing better support, more consultative support to these members, we’re hoping that they then because this is the credit union way. Right? We’re providing that personalized support for them that they then stay with us longer, that we continue to be their preferred financial institution.

So I would factor some of that in, right, into your approach as you build your business case. Think about, you know, organizational size, technology savings. You know, we introduced Olive. We turned off, an older solution that we had that was, one was an IVR, and another one was also just like a I think it was called telephone banking.

It was pretty pretty outdated, but you still have to pay for it. Right? And then there’s still and support with it, which which was costing more and more every year because it was so outdated. And so factoring in how a solution like this fully encaptures all of those solutions, both from a technology standpoint, a support standpoint, and your balance sheet, that’s important to just kinda take all those into effect and see what those savings are.

Fantastic. And now pivoting to our bigger topic or at least one topic that is also in addition to, like, the burning topic and and every CU sort of mind today is really about fraud and cybersecurity. It’s one of the top issues. Right?

You know, some statistics, eighty one percent of, you know, executives expect some sort of threat. And I’m sure, same at GLCU, everyone is preparing and trying to protect themselves. And yet, how do we create a frictionless member experience? Right?

Because the more we lock down security, we create barriers to access, and especially now with voice and all of these sort of deep fake type of things that are now possible.

How do we sort of, interact with that? And so I think that’s a fantastic topic today. And the next slide there, Talib. So I guess so the question for you is what considering all of this, you know, what are your sort of approaches and recommendations to other leaders?

Right?

You know, how do they address some of these challenges in their priorities?

So first off, I would share that, you know, recently, NCUA chairman Todd Harper released a letter. In it, he, emphasized the critical need for credit union boards to have more of a focus on proactive cybersecurity measures. Right? And I think for for me at least when I read that, the word proactive was really key because cybersecurity measures protecting against attacks and fraud losses go hand in hand.

Right? A lot of time, one event leads to the other. And so keeping that in mind and think about it much broader than just, am I patching my computers? Am I, you know, running vulnerability scans?

Am I doing everything I’m supposed to? You have to think about your entire environment and what are those channels or entry points, which typically a member entry point is your most at risk. Right? Because you’re dependent on that member changing their password, right, securing their own devices, etcetera.

And so the way we as institutions can control that is more of a focus on, things such as, stronger authentication measures. Right? Making sure that we’re only supporting members that, we feel have been fully authenticated and elevating that, making sure that you are thinking ahead and keeping up to date with technology because it’s changing so much over time. So that for me was very, very key.

Most of what was in that letter, is what from the chairman was a very, really what your basis should be. And then for each of us, we have to think about how can we elevate that? How can we continue to stay ahead? It’s really hard to stay ahead of the fraudsters.

But, using as, like, your basis and then keeping in mind and keeping that open discussion with your board is really key.

And how do you, like, recommend those that are kind of trying to figure out, you know, who what solutions to to address these and how do they sort of prioritize, where do they learn, and and, you know, what are the focus that they should kind of look at going ahead in this current moment? What what are your thoughts on that?

I would take a look at, growing threats both in the industry as well as within your institution.

So the industry is seeing a significant rise in customer account takeover, Cato. Right? So member account takeover, I guess, you could say credit unions. But, account takeover is on the rise.

It continues to grow every single year. And so that is one area when you think about then the controls that you have in place to protect, your online and mobile banking, your however you’re offering if you’re offering telephone banking today. Right? For me, I think about how is Olive, protecting that member information.

So I would take a hard look at things such as authentication. Authentication is is really key in how you can elevate it beyond those out of pocket questions, because those are due to data breaches, the big data breaches that we’ve all heard about and they continue to happen.

You most people are assuming that their information is just out there. So what else can we do to add an additional layer of security to continue layering that those security options to protect our members? So that’s been a top focus for us. I would say, look at your losses.

Where are they coming from? Are there channels? Are there services that are driving it? And then also think about holistically, how can you better protect your environment?

Layers of security and keeping up the speed is really key.

Well, fantastic. And that’s why I wanna transition real quickly to a quick demo so y’all can see a little bit about how we are enabling what Elizabeth is talking about. I wanna bring on Talib Khatib who’s one of our solutions engineers. Welcome, Talib.

Thanks for joining us. So for all of you who haven’t seen, we have part of a big fall product release in twenty twenty four. You can read more about it on our website. Includes generative AI as well as device biometrics, which is critical really for what Elizabeth is talking about in that authentication space.

And we have one of the most unique and only in the industry ways of protecting individuals in this case. And Tal, welcome. Wanna talk to us a little bit about what we have to offer?

Absolutely. Thank you, Chris. Great to have you here, Elizabeth.

So, quickly before I show you a demo of our device biometrics, I want to talk to you about what we’ve been doing, all along. So, to Elizabeth’s point, elevating it beyond those out of wallet questions.

Our AI solution was already able to detect those deep fakes. We have very secure voice authentication experiences, but we also combine that with caller ID forensics.

So every time someone calls in and authenticates themselves using voice, it’s also checking thirty plus different parameters behind the scenes, verifying the ID, checking if it’s a spoofed call, parameters like that to make sure that they are who they say they are. So our AI was already able to combat fraud, especially detecting those deep fakes. But we’ve taken it to the next level. We’re the first in the industry to release device, biometrics, where basically now you the biometric can just stay on the member’s device. It never has to leave the device unlike with the voice authentication.

So I want to show you what that looks like. And so what I’m gonna do right here is I’m I’m mirroring my phone. I’m gonna call our demo bot, Jessica, and interact with her.

Hi. I’m Jessica, Interface’s digital assistant. Please wait while I read the instructions.

This call may be recorded for quality assurance.

For best experience, avoid using speaker mode.

How may I help you today?

Hi, Jessica. I’m out driving around, and I need to make a deposit. Are the branches open?

Yes. We are open. Our Main Street branch only has drive through capability today. Do you want me to send you driving directions to the nearest branch?

Yes. That would be great.

Great. Please provide me the ZIP code and city name.

I’m in Brooklyn, New York.

Thanks. Looks like there are a few branches that are open in your location.

The branches are open from nine AM to five PM, Monday to Friday, and ten AM to two PM on Saturday.

I just sent you a text with driving directions and you can always talk to me whenever you need help. I am available twenty four by seven. Is there anything else I can help you with?

I just started a new business, and it’s not going well. I don’t think I’m gonna make payroll. Can you help me skip a loan payment?

I can surely help you with skipping a payment. I’ve sent you a text with the link to the application to skip a payment along with the instructions.

Please click on the link and follow the instructions.

Please note that the application should be filled at least five days before the payment due date. To assist small businesses like yours, we have removed the thirty five dollar fee associated with skipping a payment. Do you wanna know which loans are eligible to skip a payment?

Can you tell me the balance of my checking account?

Sure. I will help you with your account balance.

I see that you already have registered for device biometric.

Would you like to verify using your device?

Yes. Let’s verify using my device.

Great. I’ve sent you a link to your phone. Click on it so I can verify your biometric.

Thank you. I verified your device.

The balance in your checking account ending with two thousand two hundred and thirty four is two thousand three hundred and thirty seven dollars and fifty five cents.

Also, I want to remind you that if you maintain a minimum balance of three thousand dollars you will be eligible for an additional one percent cashback.

Do you want to know the balance of your savings account?

I’m traveling to London soon. Can you help me put a travel notice on my account I mean, on my card?

I can help you set a travel notice.

I’ve noted that you’re traveling, and I have successfully set a travel notice on your card. We’ll make sure your transactions run smoothly.

By the way, you’re traveling a lot, and I recommend you switch to our new credit card with no foreign transaction fee and many more benefits. Do you wanna know more?

No. But my wife is looking to buy a car. Can you help me with car insurance?

Sure. Happy to do that. Give me a moment. I will transfer the call to our specialist, Don.

Awesome. So that was Jessica. Chris, back to you.

Excellent. Thank you so much, Tal. And just a couple of quick housekeeping notes. Of course, we have, just about a few more minutes in the webinar here, but if everyone has any questions, you know, feel free to type them into the chat, and we’ll do our best to answer any of your questions.

I think there’s obviously a lot it’s probably overwhelming for many institutions, trying to figure out how do you navigate and strike the right balance between these robust security measures. Right? All of the changing threats as you said, Elizabeth, it’s changing every day. So how do people keep up to date?

So I guess, like and you address that a little bit, but I guess, how do you sort of, for those that are maybe concerned about how it will affect the member experience and you, as you, of course, alluded to a lot of members are sometimes a little bit older, and therefore, some of this technology can be a bigger barrier to them. How do you again, maybe back to sort of educating members about these things. How do you what any recommendations for CUs and how they should approach that? How do they strike that balance?

Yeah. It’s definitely not easy. That’s for sure.

And it’s something that we’re constantly looking to improve over time. So I I see it as two factors. So one is ensuring that you are providing services and technology that’s easy to use. The average consumer today has, an expectation that think about their experience shopping on Amazon or using some of the big banks mobile apps.

Right? They’re really easy to navigate, simple to use. And so that should just become your that’s just an expectation at this point. So then when you layer on other protection measures like authentication, right, being able to use technology where it doesn’t feel like such a hindrance, it’s more of a natural conversation or natural experience that that member can, really just adjust to.

I think that’s important. So we we keep that very top of mind. We think about, one, how like, how can this protect our accounts, protect our members from loss, organization from loss, but also ensuring that you are partnering with your your MX team to ensure that when we members actually go through this, that it’s meeting their needs. So constantly refreshing it, relooking at it to keep that as a seamless experience as possible.

That’s really key.

And then the other piece is just constant education. You know, we, we have housing counselors that are focused on providing our members with, great guidance and advice on their financials.

Think about how you can kinda use that approach to also educate members on their, creating a more secure experience, protecting their accounts, and why it’s important to do that. You know, something that we’re gonna have to focus on soon is, like, how can we, really help our members better secure their information. Right? Like, their their own their own settings across all financial institutions because their security settings and their posture helps us too.

Right? Helps to ensure that our our, our systems and our network is is very secure. So having those conversations with them, giving them guidance, keeping your website up to date with webinars and information, using Instagram for different security tips and tricks is really important. So just constant communication is really key.

Fantastic.

And I think it’s that’s as you said, it’s like it’s repetition. Right? Because everyone’s so bombarded with information today. So it sounds like you you you know, the best practice is to have a clear and consistent communication to members about why this is useful, and how it’s gonna help them ensure secure access to their accounts.

Exactly.

We have a couple of questions here, some specific questions. We’ll dive into the q and a.

Couple of quick questions. Maybe some of these are for you, Talib.

Can you expand on device biometrics?

Some members, if they’re traveling abroad, you know, some, you know, entities, you know, for security don’t allow MFA, you know, via email. You you have any thoughts around that, Talib?

Yeah. So, as long as the as long as the phone number is registered on the core, then we’ll be able to send the link to that phone number. Now if you’re asking me if the rates will apply for for those, international messages probably, I wouldn’t be the one to answer that. But as long as they have service, as long as they’re as they’re able to receive SMS, then we’ll be able to send them those links.

Yep.

Fantastic.

And, then so I guess another question is then so device biometrics being used from the phone user clicking on a link in an SMS. Correct? So you just confirm that. So we send an SMS and they click.

Correct?

Yes. Exactly. So it’ll be a link that will take them to their browser, and it will be, if they’re on the phone, it can be their face ID. If they’re on a a computer or Mac, it could be fingerprint ID. On an Android, it can be a fingerprint ID or a face ID.

So whatever they have as their device biometric, they just have to enroll, in the so the way this works is basically the first time you call in, if you do have not enrolled for device biometrics, you have to go through that enrollment process where you sign a consent form, and we register your biometric, like, which type of biometric you’re using on on the device. And then moving forward, when you call in, you’re able to use your device biometrics.

Fantastic.

And I think again, let’s see. Just another question just to reiterate.

You know, how does a user set up device biometrics with Interface AI? Essentially, I mean, it’s built into the CU solution.

So I guess talk to us about how, you know, that might work for new members and a CU that would roll out, a new, product similar to Olive, like GLCU has done, and then secure it through device biometrics.

What does that look like from the CU? What do they have to do, if anything?

So the CU, there’s not much, of a lift on their end. The majority of the work is done on the interface side. The same way we set up voice authentication, voice biometrics, and caller ID forensics is the same way we’ll set up device biometrics for the CU.

In terms of the member when the when they call in and they need to enroll, the way it works is you call in, and you have not enrolled. You ask something that’s behind the pin. The AI will authenticate you with what you currently have as a as a method of authentication.

So it could be voice. It could be, in wallet, out wallet questions, things like that. And once you’re authenticated, it will automate the experiences for you. After it’s done automating the experiences, it will prompt you to enroll for device biometrics.

There, it will send you a consent form while you’re on the call. You’ll sign that consent form, and then it will, walk you through the enrollment process moving forward to get that done. And the next time you call in and you ask something behind the pin, you can use your device biometrics. Metrics.

Fantastic.

And, and I guess here’s another another question. This is mostly around understanding and accents and language. Talk to us a little bit about just sort of the the abilities to understand, what people are saying.

Absolutely. So, having done this for coming on trained on so many different accents, across the US. So, we we’ve seen it all. We’ve seen the South South Boston accent, the, California accent, the Texas accent.

The Hawaii accent, believe it or not, is also one that we we’ve interacted with. So REI has become very good at recognizing what you’re trying to say, regardless of the accent.

In terms of languages, we are supporting over a hundred languages. I believe correct me if I’m wrong, Elizabeth, but I believe we rolled out Spanish with Olive, pretty recently.

So REI is able to to help out with more than one language as well. Correct. Mhmm.

Excellent. Well, real quick, I wanted to for those of you that are sticking around, I as if you move to the next slide real quick, Taub. So for all of you, our exclusive offer, I think, is really valuable.

So if for those of you that register, see if for a more in-depth demo, we’ll do a detailed demo exactly for your CU, how it would work.

We’re all gonna off offer a license for device biometrics at no cost. So make sure you email laura at interface dot a I to schedule your demo, before December sixth, and we’ll be able to honor this offer. I’d encourage all of you to do so. Just to learn more, we can duress your questions directly that may be, unique to your CU and any of your specific concerns.

It’s a great opportunity to learn more about the product, learn more about how we can help you specifically.

Final slide here at Taub, and final question to you, Elizabeth. For, you know, where do you see sort of the future going? Right? Again, there’s so many things changing so quickly, and, you know, and, you know, where do you see things going and what are your recommendations for how people should, you know, prepare for these?

Yeah. So it’s an ongoing challenge, and it will it’s something that we’ll constantly have to be moving forward and thinking about the future on. But, I really believe that the the future future is figuring out how you in real time can proactively prevent these type of events from occurring through their appropriate security measures that include solutions like this, like biometrics, leveraging technology that’s out there today to prevent the deep fakes, to prevent, any type of fraudsters from accessing your members’ accounts is should be top of mind and a constant focus to keep on to keep be aware of.

Yeah. And now I have one final question. I lied. I have one more question for you, which is, like, so for those that because you had sort of replaced some older technologies and often that’s sort of an a bit of an overwhelm for folks.

Right? Because it’s something that even though it’s like the old adage of, like, if it’s not broken, don’t fix it. Right? And yet, there’s so so a lot of individuals may be out there, wow, there’s so much work, and how do we start, and where do we proceed with this?

But what would you say sort of again, maybe your experience, like, it you know, I would assume you feel like it’s worth it to go through all of that and the lift is is far, more valuable than than the work that you had to go through to replace some of those things. And now prepare, you know, Great Lakes Credit Union of one of the reasons you’ve been recognized because you’re now prepared for the future. What what what do you say to that?

Yeah. I think that it’s our responsibility to constantly, provide our members with those technologies.

When we look to introduce Olive, we did not just introduce Olive. We also replaced our call center solution. We also flipped over from physical phones to softphones through Teams all in one project.

And so it was quite the undertaking, but the team was bought in. They they knew that this was the right decision for our members and for our credit union.

And so through proper planning and through vendor integration and and interactions, the process that Interface follows for introducing change is very strong and it’s well structured.

We really followed what, you had already proven out with our core, and we have we’re able to immediately see the benefits of that. So I would just keep the the end in mind. Yes. It’s work. Plan ahead. Have a good change process. Establish we have a PMO.

Find the right partner like Interface to make that happen, and and you will see the results. And it at the end, everyone will understand.

Fantastic.

Well, thanks everybody for joining today. Thank you so much for your time, Elizabeth.

We’re honored to have you.

Really appreciate all of your insights, everyone.

Definitely encourage you all again. Make sure you email laura at interface dot ai. Take advantage of our one to one demo opportunity. We’ll be sharing a link to this recording so you can watch, share with a colleague.

Please do. And definitely, reach out to us with those questions. We’re here to be a resource for you. We’ll be continuing to prepare and present future webinars such as this.

You can continue to learn about some of the key topics that are of issue, and how you can address those goals. Thank you, everyone. Thanks again, Elizabeth. Thanks, Tali.

Thank you. Thank you all. Bye.

Have a great day.