Implementing Royce, UCU’s IVA
There are several highly promising solutions in the industry but only a handful of these solutions deliver value, anywhere close to the promise made pre-implementation.
Objective
Ensuring UCU’s Intelligent Virtual Assistant is set up to start driving maximum value in the shortest possible time.
“The entire implementation process was very well planned and handled. We got a lot of value out of it as an organization.”
Estella Nagahashi
EVP, Chief Operating & Lending Officer, University Credit Union
The Implementation Journey
interface.ai set up a highly structured implementation journey to ensure UCU gets the maximum from their new IVA, Royce.
“The interface.ai team was very responsive across the entire process and the process was very well structured. It was a great learning experience for us and working with the interface.ai team, we were able to identify avenues that we could improve in our internal processes too.”
Chiasia Moua
Vice President, Operations, University Credit Union
Phases of Implementation
Planning and Kickoff
In this phase, UCU and interface.ai team reviewed the scope & expectations of the engagement. Following this, the interface.ai team built a schedule & governance needed for a seamless implementation
ACTIVITIES
- Review scope & dependencies
- Build the implementation schedule
- Set up all governance & collaboration activities
DELIVERABLES
- Business Process Overview
- Details of all action items and dependencies
- Roadmap & Rollout plan
“We found the kickoff meeting valuable as it taught us what to expect across the entire implementation process”
Chiasia Moua
Vice President, Operations, University Credit Union
Requirements Gathering & Solution Design
In this phase, all the functional & non-functional requirements were finalized through a series of workshops. This phase enabled interface.ai to build the overall framework needed for Implementation
ACTIVITIES
- Conduct a requirement gathering workshop
- Discuss the existing and future business processes
- Finalize functional and non-functional requirements
DELIVERABLES
- Functional specification document
- Project & Resource Plan for Implementation
“Much appreciate the interface.ai team’s pre-work and research. We felt that interface.ai team knew UCU fairly well even before the workshop”
Estella Nagahashi
EVP, Chief Operating & Lending Officer, University Credit Union
Checking Functionality via User Acceptance Testing
In this phase, Royce was extensively tested and all issues that arose were resolved
ACTIVITIES
- Perform User Acceptance Testing
- Ensure Issue Resolution and ready the move to production
DELIVERABLES
- UAT Agenda
- Issue log
- Patches & Fixes for Defects
- Final Acceptance of the Solution
“The toughest part to incorporate before the launch was all the variance. A member can ask the same question in 20 different ways. The interface.ai team did a stellar job incorporating all the different possible ways to ask the same question. I have tested other systems in the past and it was very satisfying to see that this implementation had far fewer bugs than what we are used to.”
Estella Nagahashi
EVP, Chief Operating & Lending Officer, University Credit Union
Quick Facts About Implementation Of Royce
After an extensive vendor selection process, UCU chose interface.ai as its partner for Intelligent Virtual Assistant Technology
- Royce was implemented in just 2 weeks – the fastest IVA implementation time in the industry
- Royce started delivering value from Day 1 after implementation
“I think the relationship between a vendor and a Financial Institution is very important and we at UCU have a great relationship with interface.ai. The interface.ai team is very understanding, quick to respond, and resolve any issues. This has made the overall process very enjoyable.”
Chiasia Moua
Vice President, Operations, University Credit Union
“In our industry, service is key. We have worked with some of the largest vendors, but we have hardly come across vendors who provide white-glove services such as the ones provided by interface.ai. They are setting new standards in the industry and I hope they continue to scale the same standard of service.”
Estella Nagahashi
EVP, Chief Operating & Lending Officer, University Credit Union
Launch Support
Support in Launch & Driving Adoption
interface.ai worked with UCU to ensure the launch of Royce is successful & there is sufficient adoption of Royce among the UCU members
Areas interface.ai collaborated with UCU
- Product Marketing
- Branding & Design
- Marketing Best Practices
- Go-To-Market Strategy
“interface.ai’s support across all the launch activities were valuable & much appreciated.”
Estella Nagahashi
EVP, Chief Operating & Lending Officer, University Credit Union
Post Launch Support
interface.ai ensures Royce is continuously improving through ongoing training and knowledge updates.
Inscope training
Updates to Machine Learning algorithms happen every day based on data gathered from customer interactions
New Scope Training
The AI system gets trained every week for any new scope based on member interactions
Collective learning – In our AI systems, learning occurs across multiple implementations to be able to answer the most questions that are not asked by customers yet
Knowledge update support
If UCU wishes to make any updates to the knowledge base, the request is processed within a 12 hour period
“The team at interface.ai does an excellent job on training & ensuring Royce is up to date. The team regularly shares reports on the current state of Royce and what we can look forward to.”
Chiasia Moua
Continuously Driving Value & ROI
interface.ai ensures Royce is continuously improving through ongoing training and knowledge updates.
“We have data now on what our members are asking – rather than just anecdotal information on what the members are looking at. That has been beneficial to make our products and services better.”
Estella Nagahashi
EVP, Chief Operating & Lending Officer, University Credit Union
Measuring the ROI of Royce
ROI Benchmarking
- Royce is set up to drive value & ROI for UCU from day 1
- Prior to launching, interface.ai has captured the benchmark of all the metrics Royce is expected to impact
- The impact of Royce is continuously tracked across these metrics
On-going evaluation of ROI
- We continuously compare the ROI metrics benchmarked to the new metric values and make any tweaks necessary to ensure rapid value generation
Learn more about Royce and interface.ai
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