LACEY, Wash., June 8, 2021 / PRNewswire / – Advanced technologies today announced its partnership with Glia, a leading supplier of Digital customer service, to provide TwinStar Credit Union with the ability to better serve its members in a digital world.
Washingtonbased at TwinStar Credit Union, a $ 1.8 billion asset institution with over 135,000 members, introduces a seamless digital chat experience with automated and live support for members. The credit union plans to use Posh’s chatbot on its website and mobile app to respond to member requests for branch hours, ATM locations, routing numbers and more. When more difficult requests arise, Posh’s chatbot seamlessly transfers interactions to contact center representatives via Glia’s live chat. This transfer will allow the credit union to significantly increase its efficiency while streamlining and improving service to members.
“We are delighted to provide this exceptional service to our members,” said Scott Daukas, Director of Strategy at TwinStar. “We provide faster and better service to our members in multiple ways. “
By leveraging Posh’s chatbot, TwinStar will be able to automate responding to member questions, allowing their contact center representatives to focus on more complex and urgent requests. Because the chatbot will be able to convey interactions to agents live, the credit union can provide more efficient service to members while providing members with the choice of communicating through their preferred methods – including messaging. , video bank and voice, while guiding them through Co-navigation. In addition to responding to inquiries, TwinStar also plans to leverage Glia to help members perform transactional functions.
“We are excited to partner with Glia to improve our conversational AI and enable our automated chatbots to pass the baton to live agents,” says Karan kashyap, co-founder and CEO of Posh. “Together, we will provide the best possible banking experience for members of TwinStar Credit Union.”
“Financial institutions that offer clients and members a strategic blend of human contact and AI will have high retention and acquisition rates,” said Dan Michaeli, co-founder and CEO of Glia. “By partnering with Glia and Posh, TwinStar offers members a seamless support network where no duplication is required. It’s a faster and better member experience that alleviates the frustrations associated with typical helplines. -lasting relationships. ”
Now that Posh and Glia are successfully implemented on TwinStar’s website, the credit union plans to deploy Posh’s bot on its online banking and phone system so that Posh can execute transactions in addition to answer the questions.
About Posh: Posh Technologies is a conversational AI company that helps financial institutions automate their contact center FAQs and banking workflows with chatbots and smart phone robots. Posh’s robot phones are replacing traditional clunky touchpad menus with a voice-activated experience. Instead of “Press 1 for this, press 2 for that, press 3 for that,” members who call into institutions using Posh are simply greeted with “Hello, how can I help you? »Chic out of MIT. For more information visit chic.tech.
About Glia: Glia is reinventing the way companies support their customers in a digital world. Glia’s solution enriches web and mobile experiences with digital communication choices, onscreen collaboration, and AI-powered support. Glia has partnered with nearly 200 banks, credit unions, insurance companies and other financial institutions around the world to improve bottom line and bottom through digital customer service. The company has won numerous awards for its innovation – most recently recognized by Gartner as a cool supplier for 2020, and garnered over $ 100 million in financing the best investors. Visit glia.com to learn more.
About TwinStar Credit Union: TwinStar Credit Union operates 20 branches in Washington and the Portland, OR Metropolitan area. TwinStar serves 135,454 members and manages $ 1.8 billion in assets. TwinStar is a recognized industry leader in credit union collaboration and innovation initiatives. To look for www.TwinStarCU.com for more details.