as a way to gain back some of the revenue we lost during the first few months of COVID , and set us up moving forward in terms of revenue .”
Boost . ai is another key partner , enabling the credit union ’ s chatbot to take over simple inquiries while MSUFCU employees help members with more complex inquiries .
“ With the virtual assistant , you get more consistent answers across the board ,” says Maxim . “ We did a pilot with Boost . ai and we asked individuals from our team with no experience to
become certified Boost . ai trainers . We were able to build out the content and train the model in 10 days and then test it with a group of 60 individuals .” User satisfaction reached almost 100 % over the ensuing four weeks . Through the pilot , we determined we could automate approximately 2,000 employee-toemployee interactions each month .
“ We decided this was a company we wanted to move forward with and we ’ re currently scaling that out . We ’ re learning AI . Yes , there ’ s technology involved , but a lot of it has to do with the content , the training , business flow , and business process .”
The Lab , which only officially launched in autumn 2020 , is already creating alchemical results for MSUFCU . As the credit union looks to 2021 and beyond , it can look forward to seeing the reaction .
95 fintechmagazine . com