United Federal Credit Union Chooses Finn AI to Deliver Conversational Chat Service to Members

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AI-based intelligent conversational service to give United members an additional option for instant service

Finn AI, the world’s leading AI-powered conversational banking technology provider, today announces that United Federal Credit Union (United) has chosen Finn AI to deliver an intelligent conversational chatbot service to its nearly 200,000 members.

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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. “Our members are turning to United now, more than ever, to help navigate them through this uncertain economic climate, and the addition of AI will ensure that we can keep up with their growing needs and demands for convenient, contactless service.”

The full-featured conversational AI chatbot will deliver fast, 24/7 service for routine member questions and requests, leaving live agents to handle more complex service issues. 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.

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“The pandemic has increased the need for financial services companies to provide a superior customer experience,” said Jake Tyler, CEO of Finn AI. “United realizes the importance that digital and AI has in delivering on this promise. We look forward to partnering with them as they lay out the future of their customer service offering.”

Operated by Finn AI in the cloud as a managed service, this gives United the fastest path to a conversational AI system focused exclusively on credit unions and banks. The chatbot will be dedicated to United, but benefits from continuous and collective AI learning across all of Finn AI’s financial institution clients. Finn AI is the leading AI chatbot built specifically for customer service in banks and credit unions.

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