The Problem
SSFCU offers a comprehensive portfolio of products to its members. Due to a large set of offerings to choose from, members found it challenging to find the right-fit products and services. This was adversely impacting their top line, bottom line, and member experience. SSFCU is also an early adopter of digital solutions and always strives to offer the best new technologies to their members at the earliest.
Pain Points
- Loss in new revenue through lack of new product adoption & new member signups
- Drop in member satisfaction rates due to a lack of awareness of best fit offerings
- Increased costs from contact center operations
- Depleted member experience due to a lack of 24×7 support and high query resolution times
Solution
Ava, the digital assistant powering SSFCU, is currently on the website assisting members and prospects in their search for right-fit offerings
Ava enables members and prospects to find best fit offerings by understanding their needs and thus enabling higher revenues, member satisfaction and increased lifetime value
Ava helps members with information they are looking for instantaneously leading to better member experience
With Ava, SSFCU has been able to deflect a large portion of the call center inquiries, greatly reducing the call center call volume leading to cost savings
Ensure 24×7 member support, without investing in 24×7 Contact Center Operations
Key Impact Metrics
$3.6M
Saved from support operations
95%
Accuracy
35786Hours
Member wait times averted
Improved member satisfaction
“interface.ai is one of the very few platforms that can achieve 90%+ accuracy within just a few weeks”
Jay Tkachuk
Senior VP, Digital Services at SSFCU
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February 7, 2020What does the near future hold?
In this year, through ‘Ava’, SSFCU is expected to
$5M
Savings in operational costs
10%
Increase in member lifetime value
$3M
In new earnings
Prevent Member churn
Overall, Ava is expected to bring significant ROI for SSFCU.
Next Steps
- Support all browsers and devices
- Omni-channel capabilities – Website, Mobile App, SMS, IVR
- Assist members with information, transactions and proactive experiences
- Successfully support the differently abled according to ADA guidelines
- Integrate with CBS/CRM applications
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