United Federal Credit Union Chooses Finn AI to Deliver Conversational Chat Service to Members
Summary
The partnership between United—headquartered in St. Joseph, Michigan—and Finn AI will expand on the Credit Union’s current digital service offerings, which include mobile and online banking, and LivePerson-based live chat. Finn AI will be integrated into the LivePerson based chat system, adding an automated intelligent option for members to receive instant help on routine requests. “Finn AI’s AI-powered chatbot will help us expand our exceptional service to our members,” said Duane Wilcoxson, Chief Information Officer at United. Data from Finn AI found that 80% of customer call drivers are basic service requests, with the most common being: account access issues such as a lost password. “The pandemic has increased the need for financial services companies to provide a superior customer experience,” said Jake Tyler, CEO of Finn AI.