In today's digital-first era, financial institutions are continually seeking innovative ways to enhance customer experiences while streamlining operations. Traditional touch-tone phone IVR (Interactive Voice Response) systems, which have been relied upon in the past as the primary automation tool for call centers, now face obsolescence in the face of evolving consumer needs and rapid advancements in AI technology.
In this fireside chat, Chief Strategy & Innovation Officer Christopher Court, at Service 1st FCU, will share how and why they replaced their dated IVR solutions with new Conversational AI assistants in their call center. They will discuss the impact this has had on cost reduction, lower abandonment rates, and shorter wait times.
Watch this 30-minute fireside chat to hear how Service 1st modernized their call centers with AI.
Key topics to be covered include:
- Why legacy IVR solutions are no longer fit for modern call centers. How consumers’ expectations have evolved and how pressures on financial institutions are driving demand for more impactful call center automation tools.
- Introducing Responsible AI into the call center. Learn how Service 1st navigated implementation challenges and introduced new Conversational AI assistants into their call center with security and compliance in mind.
- The operational impact of modernizing a call center with AI. How Glia’s phone virtual assistant helps free up agent time, improve efficiency and reduce wait times and abandonment rates.
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