Since 1940, the National Institutes of Health Federal Credit Union (NIHFCU) has proudly provided affordable loans and banking solutions to the healthcare and biomedical community. Known for offering “banking with heart,” NIHFCU prides itself on not only providing outstanding products and solutions, but also first-class customer service to its members.
Thanks to the launch of their new AI-powered Virtual Financial Assistant (VFA), known as “Gene”, visitors to the Rockville, Md. based credit union’s web site can now quickly get answers to frequently asked questions 24/7/365, and when needed, be seamlessly transferred to a live Member Services Representative for further assistance. This new capability is more convenient and can serve as a valuable tool to help often time-strapped members of the healthcare community self-service.
Some of the questions that members can get quick answers to include:
- How do I set up account alerts?
- Can I add my card to Apple Pay?
- Can you tell me my credit score?
- Where can I find my tax forms?
- How do I order more checks?
And when a member needs additional assistance and prefers to speak with a live Member Service Representative, 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 can lead to greater member satisfaction and operational efficiency.
“Gene” 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.
“It’s been an honor to help elevate the digital customer service experience for a financial institution that serves such an important community,” states Rob Guilfoyle, Abe.ai’s Co-Founder. “We look forward to working with them to expand the capabilities of their VFA to meet the needs of their members.”
The NIHFCU is proud to serve the passionate professionals dedicated to making the world a healthier place for all. And, with exceptional service, honest financial advice and a range of banking solutions, the credit union is helping its uniquely busy members save time and money, and achieve financial success.