BAI Webinar

AI in the call center: How responsible AI impacts your employees and customers


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DATE: April 24, 2024
TIME: 1:00 - 1:30 PM CT

In today's digital-first era, financial institutions are continually seeking innovative ways to enhance customer experiences while streamlining operations.

Traditional touch-tone phone IVR (Interactive Voice Response) systems, which have been relied upon in the past as the primary automation tool for call centers, now face obsolescence in the face of evolving consumer needs and rapid advancements in AI technology.

In this discussion, Christopher Court and Sarah Zinga from Service 1st FCU, will share how and why they replaced their dated IVR solutions with new Conversational AI assistants in their call center. They will discuss the impact this has had on cost reduction, lower abandonment rates and shorter wait times.

Key takeaways:

  • Why legacy IVR solutions are no longer a fit for modern call centers. How consumers expectations have evolved and how pressures on financial institutions are driving demand for more impactful call center automation tools.
  • Introducing Responsible AI into the call center. Learn how Service 1st navigated implementation challenges and introduced new Conversational AI assistants into their call center with security and compliance in mind.
  • The operational impact of modernizing a call center with AI. How Glia’s phone virtual assistant helps free up agent time, improve efficiency and reduce wait times and abandonment rates.

PRESENTERS:
Chris Court

Christopher Court
Chief Strategy & Innovation Officer
Service 1st Federal Credit Union

Chris Court is the Chief Strategy & Innovation Officer at Service 1st Federal Credit Union in Danville, Pennsylvania with $650M in assets serving over 40,000 members.


Sarah Zinga
AVP, Digital Services
Service 1st Federal Credit Union

Sarah Zinga is the AVP, Digital Services at Service 1st Federal Credit Union in Danville, Pennsylvania with $650M in assets serving over 40,000 members. She oversees the Contact Center, Digital Center and is heavily involved in the digital transformation and digital member experience at Service 1st. She has worked on projects to take digital banking at Service 1st to the next level, assisted in creating automation and instant funding for online loan applications, and was a key component in implementing a one-time loan payment experience for members outside of digital banking.


Jake Tyler
Director, Conversational AI Strategy
Glia

Jake Tyler works on the Glia Virtual Assistant team at Glia, a company that is reinventing how financial institutions support their customers in a digital world. Jake was the Co-founder and CEO at Finn AI, a market leader in AI powered virtual assistants for banks and credit unions, which Glia acquired in June 2022. At Glia, Jake now focuses on helping financial institutions leverage intelligent AI automation in their sales and support interactions, to help make banking easier and more convenient to use.

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