Thanks to the launch of their new AI-powered Virtual Financial Assistant (VFA), known as “Sam,” members of Fort Wayne, Ind. based 3Rivers Credit Union can now conveniently get answers to frequently asked questions 24/7/365, and when needed, be seamlessly transferred to a live 3Rivers Team Member for further assistance.
With “Sam,” visitors to 3Rivers’ website can get quick answers to common and frequently asked questions in natural conversation at any time. This new capability is more convenient and can serve as a valuable tool to help members self-service while saving time. Some of the questions that members can get quick answers to include:
- What is 3Rivers’ routing number?
- Where is the nearest 3Rivers ATM?
- Can I get your mobile app?
- How do I set up a wire transfer?
- What kind of credit cards do you have?
And when a member needs additional assistance and prefers to speak with a live 3Rivers Team Member, they are seamlessly transferred with context, eliminating the typical frustration of switching communications channels and again providing details regarding the request. This seamless virtual assistant-to-live agent handoff leads to greater member satisfaction and operational efficiency.
“After implementing Abe.ai, our service levels have improved,” says Erin Lowden, 3Rivers Credit Union’s Contact Center Manager. “Our chat abandon rate has significantly dropped because Sam can start each chat conversation. Also, the chat handle time has dropped by an average of three minutes because when a chat is transferred to a live agent, they are able to quickly read through the conversation between the visitor and Sam and jump right in to assist without interruption.”
3Rivers’ VFA leverages Abe.ai’s proprietary conversational technology that is powered by AI, machine learning and natural language processing. Our contextually aware VFAs are always learning thanks to a deep, experienced team of product specialists, engineers, machine learning experts, data scientists and more that are involved in training, enhancing and expanding our products to provide truly intuitive solutions.
“We’ve really enjoyed working with the 3Rivers team and look forward to continuing to expand the capabilities of their new VFA,” states Rob Guilfoyle, Abe.ai’s Co-Founder. “It’s been an honor to play a role in elevating the digital customer service for a financial institution with such a rich history.”
Since 1935, 3Rivers has been empowering their community to achieve financial wellness by offering personalized service, tools, and education. The member-owned, not-for-profit cooperative has $1.9 billion in assets, more than 109,000 members, 21 branches, and nearly 500 employees. 3Rivers offers a wide range of financial solutions, in addition to trustworthy, lifelong guidance and relationships.