Inside WEOKIE FCU's AI-Powered Contact Center: Transforming Member Service with Voice and Chat AI

Welcome, everyone.

Thank you for joining us for today’s webinar inside WIOKI’s AI powered contact center, transforming member service with voice and chat AI. We’re super excited to have you all attending today.

We have a fantastic lineup of speakers.

Rhonda Nethery, who is the VP of digital branch at WIOKI Federal Credit Union. We’re super excited to have Rhonda with us today. Of course, our founder and CEO, Srinivasanjay, and VP product marketing, Jack Chawla.

We have a great panel. We have a fantastic lineup today, a lot of content for you.

We will leave room at the end of today’s session for a q and a. We’ve got a packed agenda here today, in which we will be going over all of WIOKI’s, federal credit union’s case study, what’s been happening at the credit union, her insights on how they’ve taken their credit union to the evolution of AI and what’s happening. We will also be showing you what’s happening in the world of AI, which is changing every day as everyone knows, and it’s very difficult to keep up. And we’re one of your great resources to help you stay ahead of the game.

We have some really exciting demos, of course, in agentic AI, which is one of the hottest topics. We’ll show you how it’s actually practical and applied and usable for your credit union today. And we’ll hold, time for q and a at the end of the session. Also, make sure you stick around because we will have an exciting offer, so stick around to the end of the session.

Now just to quickly get a gauge for where you all are in your journey, I’m gonna launch a quick poll here.

If you can all see the poll on your screen, please take a moment to fill it all out if you could.

We’ll give you all just a couple of moments here to take a time to give us some feedback. This will help us tune our content today, to your needs and interests and where you are today in your journey.

Give you all just another moment or two to complete that. Thanks for the participation.

Just another moment or so here.

Like to get as many of you to respond as we can.

Fantastic.

So looks like, of course, most of folks everybody’s, in about fifty percent in AI voice and chat.

And it looks like about fifty percent or more than fifty percent of you are currently deployed live chat, and we’ll still be talking a lot about that. And more than fifty percent of you, plan to upgrade your phone solution in the next two years.

Fantastic. Alright. I’m gonna end this poll.

And I’m gonna turn over to my counterpart, Jack, who’s going to lead through the presentation and introduce interface and all that we’re doing.

Special welcome to some of our customers who have joined the webinar. Thanks for being our customers.

So let me quickly introduce you to interface of AI for people who are not familiar with us.

We have been around for almost ten years focused on building the AI solution for credit unions and community banks.

We have about hundred customers using our solution right now, and, we have helped a lot of our customers automate their voice and also chat, and also some of our customers are using us for internal employee AI as well.

We have strong relationship with a lot of, industry leaks and credit union associations, allied solution.

We have been featured in Gartner as well. We have had the most deployments in the credit union community, bank industry.

And, you’ll see, kind of if you go to many website when you interact with them, you’ll see our product in action. So we specialize in, this, solution. So the the AI voice is our most popular solution, which has been deployed for pretty much by all our customer.

And AI voice, solution basically allows you to automate your incoming call. It is generally a replacement for an IVR.

So from, kind of DTMF IVR, you can go to AI voice, and AI voice can talk in natural language with a customer and try to automate many, many calls. We can go from simple to fairly complex. And if needed, we can transfer the call to, the human agent, and we can integrate with pretty much all your existing voice solution.

Then the second solution, is AI chat. And AI chat is something you can deploy on your website or a mobile app. And similar to AI voice, it automates, the incoming inquiries on the website and mobile app.

It is kind of designed to allow you to, for the members to discover, your products and solutions. And, also, it can do transactions, which is kinda unique to us. So similar to AI voice, if somebody asks what is my account balance on your website or mobile app, you can convolutionally answer those question.

Then we also provide you an employee AI, which is basically, your employee facing AI. Think of it as a Copilot, which can be used by, member service representatives or loan officers or any frontline employee and, even executives, and they can get answers to their questions, in a very natural chat GPD kind of way.

So, the idea there is, you can kind of type in the question, you get the answer immediately, and, you can use that answer to kind of, give the answer to the customer, or you can copy it and paste it wherever you need to.

So it becomes a very general solution to increase the productivity of the employee. Similar to AI chat and AI voice, the unique thing we do on the employee AI side is also we can do actions.

So for example, if you want to, kind of block the credit card, so instead of switching over to another application, you can simply do that right from the employee AI as well.

So we’ll if if the question is, how do I block the credit card, you’ll get the answer and you’ll also get a button. You can click on the button. You can automate simply, go and do the necessary changes in the back end. To make all the solutions easy to use, we have a a very powerful device biometric solution.

So, as as we use our iPhones every day or any phone, you generally are, opening your phone with your, face ID or a or a thumbprint. So we leverage the same kind of, approach, and we authenticate the user when they are calling in through AI voice or calling through AI chat. And this, makes sure that all the transactions are secure. And when we transfer the call to the human agent, the, authentication is carried over so you don’t need to reauthenticate the customer.

And then finally, on the voice side, we also have a caller ID forensic built in. So when people are calling in, you can be assured, that the caller ID is not hijacked. So we do hundreds of different checks to make sure that the caller is the person, he’s saying or he or she is saying, is. So it becomes easy for for you to kind of continue, servicing the customer, and you don’t have to, look at hundred different places to figure out that this caller ID is not getting hijacked.

Ultimately, it leads to, the fraud prevention and, reducing the potential fraudulent calls.

So with a quick introduction to our solution, let me, introduce, Rhonda again. So Rhonda is, going to kind of help us understand why she selected our solution, what benefits she’s saying. So, Rhonda, maybe we can start off by you introducing yourself again and also telling us a little bit about your credit union.

Thank you, Jack. I’m Rhonda Nuttery, the VP of our digital branch here at WIOA Federal Credit Union.

WIOA was started in nineteen sixty nine by the employees of the Western Electric plant in Oklahoma City, and our demographic included original Western Electric employees and their families alongside a tech savvy younger generation.

And we needed a system that could balance a personal touch and yet still meet the modern technological demands.

It needed to be user friendly and for reaching a representative while also offering a hands off experience.

So we needed a system that could do this, and we felt that interface could deliver on both.

Thank you, Randall.

Okay.

So, VioKey has deployed three of our solutions.

As I mentioned, AI voice, the solution the product name is AI power AI powered phone banking. And, this is basically allows you to automate the incoming calls. Smart discovery is the product which helps you to kind of, ask questions about anything on your website or customer, member facing documents.

And then smart transactions similar to AI powered banking can actually give the answers to what is my account balance and so on, which is basically, helping you with online banking. Of course, people can use online banking, but this becomes very easy where you can simply while you’re in the conversation, you can simply say, what is my account balance? I wanna transfer money. So you’re able to do it either over the phone or, through the, the chat interface as well.

So if you want to experience, Okie, that’s the name of the, the agent on on the VOC website. You can either call this number or you can go to the website and you can experience it yourself as well.

So let’s start off with, the AI voice solution. And, AI voice solution, as we talked, allows you to do call automation.

And let’s talk, to Rhonda and see how this has held, kind of help with the call automation. So, Rhonda, the first question I I’m sure is on everybody’s mind is, what were the problem you were trying to solve for your members and the credit unions when you kind of end up ended up with the solution?

So in late twenty twenty one, we opened up a new department, which we call centralized lending, and had transferred all of our loan calls to this department.

And five of our seasoned employees also transferred to this new department.

COVID was still a thing during this time as, it had come out in twenty twenty, and I knew we needed something to happen in soon.

We were able to hire, but as I’m sure many of you can relate to, staff attrition during that time was extremely high.

No sooner will we get someone hired, we would hear someone else putting in their two weeks or quitting on the spot, which, of course, led to very inexperienced staff.

And the few remaining remaining seasoned employees were very burned out.

Our supervisors were exhausted. It was just a vicious cycle. Our hold times were ridiculous.

You would call in, and your wait time would could be anywhere from ten minutes to thirty minutes. And this, in turn, led to upset members and longer phone calls.

And we tried several things such as, the idea of maybe outsourcing our calls to a third party, which we eventually did with our Fiserv dispute calls. We thought about, doing putting in a callback feature, but we didn’t have the manpower to handle that.

We thought about transferring to other departments. That was an option either with the attrition.

And lastly, we brought in a credit union contact center consultant, and they did help solve a few things. But I remember in meeting with her, she said that your call volume is still extremely high, and this is can is just continued going to be a cycle for you. So I knew we needed something, and we needed something quick to solve all of these issues that we were facing.

Got it. Got it. Okay. So, obviously, there are a lot of choices there, in this, in this field with the solution.

So how did you go about the partner selection process? And where did you look for the partner? And then why did you select interface dot a I?

So AI was starting to make its appearance in the credit union world, and you could you would read or hear about it every now and then.

My CO and I ran across a particular article, that CUNA had put out that highlighted interfaces, capabilities, and they’re being the top AI company for credit unions.

And so we started doing some research and looking at other vendors such as Posh, BoostAI, Marsview, ObserveAI, Talkdesk.

And so for about a year, off and on, we would look at different demos and had conversations with AI companies.

And we decided to go with Interface, because the things that stood out to us the most about Interface was that they were geared towards credit unions.

And, it looks like they were leaps and bounds, above other AI vendors, and, they had been out for a while. And some of the other vendors that we were looking at had only been out for a few years.

Another thing that really sold, WIOKI was that they were member service focused and oriented.

And I remember one of my early discussions with Sri.

He had mentioned, and I’m paraphrasing here, at the end of the day, our intention is not to get the member off the phone or not to call in at all, but rather to give them their best experience ever. We know our members are going to call in. We encourage them to call in, and we want to make sure that they have an exceptional experience.

And I knew that they knew what credit unions were about and the service oriented that we were there, and that’s what drew me to Interface.

Thank you, Rhonda. Yeah. So the the fact that we have been around, we had successful implementations, and, also understanding the industry, seems to be the key for selecting us.

Okay.

So, obviously, the attendees will be very, very curious about, how do you go about implementing this, solution. So maybe you can give them insights into what was your implementation journey, Rhonda?

Absolutely.

It was not at all what I had expected or anticipated.

If you’ve never been on the other side of AI, it can take a little bit to wrap your mind around. It’s not a rigid phone tree or a knowledge based system where you can create a question and have one answer. You come to find out that your questions can be taken different ways or it can have multiple ways to answer.

Another thing we weren’t prepared for was the the integration of source. APIs had to be created, and it and it can be a bit of a process.

But you need a vendor that can integrate with you and a interface could with our core system, which was DNA.

I was unprepared for the amount of testing that would go into it or the work required there. So I highly advise and recommend you to have two to three on the project with you. It’s a lot of testing. You wanna make sure that it’s being fully vetted before giving it out to your members.

And through all of these learning covers, our interface implementation consultant, Yev, was amazing. He held our hand through every step of the way and patiently explained everything.

And by trusting his experience and listening to his advice, I honestly believe we were able to avoid some possible future pain points.

So I’d advise, you know, if you go with your vendor, trust those that are working it. They will help you through the process.

Interface has also very been been very understanding, and working with us in our time line.

We did have a lot of projects going on at that time and didn’t have the, power or this the manpower that we needed to put into the project.

And, the APIs, that was a little bit of a process, and working with other vendors like Fiserv and DNA.

So that, kind of derailed stuff a little bit, but Interface was always very gracious, worked with our timelines, was always there if we needed to push something off or if we’re like, oh, we’re ready. Let’s get in on this, and they would just run with it. So I appreciate, how well they worked with us during this time.

Got it.

Okay.

So, obviously, you put a lot of effort getting it implemented.

So what are the results you’re seeing? What kind of metrics have you seen, and what is the kind of the adoption, the member experience? Can you talk about that?

It was a huge impact.

Prior to Interface, we were averaging about twenty one thousand calls a month to our agents, and we were hitting our member service level of answering a call within ninety seconds for only thirty seven percent of our calls.

We were abandoning about thirty eight hundred calls a month, which is about twenty percent of our calls.

And then after implementing interface, we were averaging about fifteen thousand calls a month, and the rest were automated.

We did sunset our, IVR system in October of last year twenty twenty four, and we have not seen much of an a difference in the volume of calls that have been queued to our staff.

Our IVR was handling anywhere from eighteen to twenty five thousand calls a month, and all those calls are now being directed to our main number where they interact with our AI OKIE. So you can imagine if we didn’t have OKIE in place, our AI, what that would have done to our agents and the volume that they would have had to fill there.

Currently, we’re sitting at sixty sixty cents sixty six percent call automation, and our wait time has come down from thirty minutes to thirty seconds.

And now eighty seven percent of our calls are answered within our service level, so that’s really exciting to us.

And another thing that we’ve noticed is that we are automating over nine thousand after hour calls per month.

And before OKIE, we didn’t have a solution in place, so this was an extra benefit for our members and us.

And we are also, saving over eight hundred thousand per year. And at the same time, we’ve drastically improved our member experience and our staff experience as well. We’ve seen less attrition, and we’re just very pleased with what Interface has helped us to achieve.

Wow. That’s amazing.

So it looks like a win win solution for Yes.

Members, your operation cost, and also for your employees.

Very much so.

Okay. So this is, the the stats, of the system, automation system, the AI voice.

So, basically, I I like to say, like, you’re basically giving a birth to the baby.

The baby is pretty smart to begin with. Then you train it, as you go along, and it becomes smarter and smarter and is able to do more and more automation. So you have doubled your automation in in a year’s time, on the voice side itself. Right?

Yes.

Yeah. Okay. So, obviously, you have war wounds and you have lessons to share, with, Denise. So maybe you can kind of give them an insight on what are the best practices for this kind of project.

Honestly, I had a lot of support from our leadership team and our CEO, Jeff Carpenter, and our marketing team. I could not have done it without all of them.

Before we went live, we made sure that our contact center staff was very familiar with our bot and had tested it themselves.

We also did a credit union wide testing sweepstakes for a few gift card drawings, and this helped to shed some light on a few intents that needed adjustment.

And it also helped to make our staff aware of what OKIE could do and how to help our members interact with OKIE when they called in.

We also created a FAQ, document on our website and also an internal one for our staff and so that they had it at their fingertips whenever, a member called in, and and they were aware of all that OKIE could do. And our CEO, Jeff, fully got behind OKIE.

He even tested it with his wife, and he was a huge advocate in marketing it to our members through his monthly newsletter.

Our contact center staff did an excellent job filling member complaints and reading through the member transcripts with the AI and then educating our members on a better way to interact the next time that they called in.

Our marketing team, did a phenomenal job of coming up with our robot picture of Okie, and we settled on the name of Okie because anyone who’s from Oklahoma is considered an Okie and proud of it. And we’re proud of our AI, and we wanted to embrace the fact that he is robotic. And I wholeheartedly believe that the reason that we’ve had such a successful adoption was because it was a company wide effort, from our tellers to our CEO. Everybody was on board, and it started with leadership. And we just saw how to fully jump in.

Great.

So now let’s, switch the topic and talk about AI chat. So in the survey, looks like fifty percent of attendees are using live chat.

And, Rhonda, you were using live chat as well.

Mhmm.

And then you had some problems around that and so on.

So maybe you can talk about, you kind of your strategy on using AI chat instead of live chat.

So we did have live chat before, and we were trying to get away from live chat because we felt that the questions the majority of the questions that came in were very basic generic informations that could be found on our website, or that could be answered. You know?

And or we found that the conversation was too extensive where they need to be directed to in person, in branch, or over the phone. So when we learned about Interface’s AI chat solution, we decided to get rid of live chat and just offer AI chat instead, with the ability to escalate a phone call if the issue needed extensive conversation.

What drew us to interface, chatbot was the, eye pleasing widgets that they had, their overall chat interactions, and the ability to be able to search our website to provide answers.

And then came along smart transaction, which is another feature that was added into our chatbot, and that gave us, the ability to provide to our members twenty four seven access to be able to get their basic account information, the same intents that are used in your voice bot.

And, it was a secure way, and, we wanted something that would provide our members easy access for those who easily forget their online banking password and have to wait, you know, for a weekday or something to be able to reset themselves. And they can just go in, log in with very minimal effort, and be able to get all of that information at their fingertips. So that was huge to us.

Got it. So the baby which, became smarter on AI voice, you basically took that brain, put it in chat, and you got immediate start, and you’re able to handle the interaction on the chat side as well.

Correct.

And, so you’re seeing basically AI chat being able to handle pretty much all the simple questions you’re getting on chat, and then you escalate to the voice, call if needed. So this is kind of, what we think is is a key to instead of, like, instead of doing omnichannel, maybe Omni AI is a better approach. Omni AI can handle all the digital interaction, obviously help you with automate a lot of voice direct interaction as well. And then you can ultimately take them to voice or set up an appointment for the complex issues.

Okay. So, obviously, you are early in your journey on AI chat.

So what kind of impact have you seen already, with the AI chat and replacing your live chat?

So AI chat, the smart discovery side of it, the informational side, we have seen about five hundred conversations a month, with about two to three interactions between the the bot and the member themselves.

And we just recently rolled out smart transaction in January.

We did a soft launch with that with our reps, where we had them interacting with it and trying it out. And then as they got calls about online banking and they members didn’t wanna use it or they were having trouble with it or they hear, you know, the the additional complaint about OKIE, the voice bot, actually, you know, not wanting to interact there. They’ve been educating our members about smart transaction and offering this tool and this product to them, and the members have have loved it. They will then try it, and they’re like, oh, this is much easier.

You know? Of course. I can do this. You know?

So that has it’s been exciting to see our members adapt to that and also to see our employees excited, and sharing it with them.

So members are loving the fact that they can do, transaction and so on digitally and don’t have to pick up the phone. Right?

Yes. Yes.

Okay. So similar to on the AI voice, what are the some of the best practices, you would like to share with the attendees?

So I would suggest for financial institutions, looking to deploy AI chat, we found success in marketing it through our contact center staff, but also by integrating it alongside the voice bot.

To us, it was very important to have one system or one brain that could maintain both to ensure consistency and a smoother experience for our members. So I would highly recommend that if you’re looking for a provider to look for one that can handle both chat and voice solutions under one platform.

It was very difficult for us to maintain our chatbot, which was under a whole new system, and our live chat, which was under a whole another system. So imagine, like, the experience now that we’re having and being able to know, oh, okay. These attempts mirror exactly what our voice bot is doing. Whatever I send an interface, I know is going to be on both platforms, and that’s peace of mind for me knowing knowing I’m not going to miss any information in updating it and just knowing that our members are going to have a great experience overall because it’s the same process, same interaction.

Got it. So one brain, Omni AI.

Okay. So let’s switch track again and talk about the future road map.

So what are your plans, for two thousand twenty five and beyond?

We’re excited. We’re looking at I’m gonna jump into this because I’m just excited about the voice device biometrics and the new biometrics that Interface has come out with.

That is really high on our agenda. We’ve seen a lot of fraud come in, not so much as through OKIE, but just through other omnichannels or platforms and just overall the experience with fraud. I’m sure everyone can relate to that.

People are trying any way and every way to get members’ information, and it’s hard to deal with.

So we’re excited about the capability of being able to implement that here soon.

And then we’re also excited about the Gen I dynamic knowledge and being able to, put that website, search back in there.

And we also want to go forward with expanding our integration with our debit card experiences and giving their members the capability of being able to put travel notifications or blocking their card, reordering a card.

So that’s all down the road, and we’re really excited about that.

K. Thank you, Ron. I really appreciate your time. So let me bring in Sri, our CEO and cofounder.

And as Chris mentioned, AI is changing every day. So, Sri and his team are visionary working on amazing things. So, Sri, take it over.

Thank you, Jack. That was a great insight, Rhonda. Thanks a lot, for jumping in, sharing your journey. Rhonda, it means a lot to us.

You know, AI is changing so fast. Right? So, you know, pretty much, every day you wake up for a new advancement.

You know, the speed of AI is, in in terms of the processing speed is growing six times faster than Moore’s Moore’s Law, twenty, thirty years back when computers, you know, were becoming faster every year and become smaller too. So now AI is growing six times faster than that. Right? So it’s unbelievable times out there.

I think, the entire business as we know financial services changes, with such a impactful technology, and powerful technology that’s, advancing so fast. Right? So, you know, what we have seen, in from our vantage point is, you know, there’s kind of the three, phases of AI. Right? So, you know, the past is chatbots, conversational AI. These were AI that was trying to answer, questions. They did a decent job, probably thirty, forty percent of the automation.

But there is always an impact to your member experience to some degree if it is not built correctly. Right? So and it took a lot of time to launch these kind of chatbots, a lot of manual intervention, to train them and things like that. That’s kind of the past. Right? So, but with the generative AI that is kind of present, the the whole, you know, the the AI offering for, you know, your customer support and, you know, customer experience has radically changed.

Generative AI, as we know, is basically, AI models that has ability to, identify patterns, from a large dataset and create a a completely new novel content based on that pattern. Right? Like, for example, you know, if you feed, a million images of cat, it you know, using those images, it is finding out what makes a cat a cat.

Right? And then now it understands it so well. So if you ask it, hey. Create a new cat image that you’ve never seen. It has ability to apply those learnings and create a brand new cat image you’ve never seen. So that’s kind of generative AI in a nutshell.

You know, and pretty much, the the if you think about that kind of technology, it has ability to see patterns in the large dataset, and and emulate a human behavior by creating something novel.

You know, it’s it’s a traumatic impact on member experience.

The chatbots that used to take a lot of time to learn and educate and answer questions, now, it can, do that really fast, right, through generative AI.

You know, the example I often try to give with generative AI is, like, you know, if you’re looking for, like, you know, one of the upgrades Rhonda and team is looking at is dynamic knowledge. So with that upgrade, they’re they’re they’re having, the whole, the chatbot experience changes. For example, the AI instantly will learn everything on their website and the documents they upload, so the the members or customers coming on the website can ask any questions and it’ll answer instantly in a highly personalized way. What what in the past could have taken several months to train, a chatbot with that kind of knowledge and things like that.

And then, you know, the next phase, what we call kind of future is agentic AI. Right? So agentic AI, is really a more advanced version of generative AI and that has, a generative AI has a hidden power, which is, ability to reason like a human being. Right?

If you give a problem, it has a ability to break it down into smaller problems and iteratively solve that problem in an autonomous way.

You know, but, you know, as the agentic AI is a more powerful reasoning engine, that already is there in generative AI, but it is getting more powerful and, you know, that’s what we kinda kinda call it an agentic AI era where the AI has ability to, autonomously, without human intervention, take actions, make decisions, and complete a complex task. Right? I’ll give give an example to kind of show the difference between generative and agentic AI.

Let’s say you’re, preparing, a Thanksgiving meal and you want a recipe.

Generative AI is great. Right? It it goes Internet, finds out the recipe, gives you the steps and, you know, how to prepare the food and all of that. That’s great. But let’s say you want the AI to order groceries in for you. Right?

Now finding groceries, requires a lot more ability. Right? Understanding your dietary dietary restrictions, understanding your preferences, what brand you buy, what you know, is it organic and it it has a lot of things. It’s not like, you know, you go, find a specific product and just add add to cart.

You do a lot of research and all of that. Right? So and then, you know, imagine you’re ordering that in Whole Foods or Amazon dot com, navigating the whole website, ordering groceries for you. It’s a very complicated task if you think about AI doing that for you.

So that’s agentic AI. Like, you know, if genetic AI gives you the recipe, agentic AI has ability to go order groceries on behalf of you and get the groceries to your doorstep. Right? That’s kind of the difference.

In banking, the great example would be, you know, generative AI is you asking, hey. Show me credit cards that best match, my interest as a student. So, Generative AI has a way to go through the website and give you the best credit card. But now let’s, you say let’s say, you wanna apply for it.

Right? You know, that’s where Agentic AI comes in where it has a way to fully automate the entire application process and do that autonomously without your intervention at all. So that’s kind of the difference where the technology is heading. And, so if you switch to next slide, Jack.

So this was our past during the chatbot conversation era. Right? So we, took our chatbots and voicebots embedded across all the channels, either you’re, as a member or a customer chatting on the online banking website or text or contact center. We all always had a first responder, with the conversation in our previous generation of technology.

So, that’s kind of the past. And where we’re going is present, which is generative AI, with the capabilities of generative AI. The AI grows to play a much larger role in, member and customer experience where it has ability to take over from thirty, forty percent of the automation to up to seventy, eighty percent of automation.

Right? So, and you can achieve that with this limited effort.

Don’t have to do all the work you you you had to do in the past. And, so, basically, the AI plays a significant role. You know, just, going back to the previous slide, Jack, so AI plays a significant role being able to automate more, chats and calls, to the degree of sixty, seventy percent. And it has even ability to replace some of the channels, you know, like online mobile banking. The the role they play would continue to diminish. Even the contact center, the role they play would continue to diminish in a significant way.

What future holds us is kind of the next slide here, which is autonomous banking. Right? Now generative AI has made banking seamless in the context of one financial institution that, that your member is banking with. It turns out, a and, your member or a customer is already banking with ten to twelve different financial institutions.

Right? So so even though you may make it easy in the context of one financial institution, you know, they they have fragmented experience across multiple financial institution.

So the future phase, what we call autonomous, where the agentic AI is able to navigate and add all of the accounts of the members across financial institution and give a member one bank GPT like assistant that they can able to transact across multiple financial institution, multiple services through one bank GPT like AI assistant. Right? And that eventually in the future, autonomously drive your financial wellness goals, you know, in an automated way. Right? That’s where kind of the world is going with the agentic AI.

You know, as part of the agentic AI, we’re introducing some, new tools. So, Jack, can we, so this is kind of the present solution set. You, saw Jack spoke about it. And and the future is, agentic AI, as part of this, we are introducing some new products, completely rethinking the entire customer experience, AI first.

Right? There’s nothing like this exist in the whole industry, and we’re already open for the beta program. I’m gonna demonstrate some of these solutions for you. So let’s, begin, the demo.

I’m gonna invite my, colleague to help me out here. You know, we’re gonna begin showing you the demonstration of what we call Orbit, which pretty much makes, the current customer experience, member experience technologies better, like your website, online mall banking, online application, and things like that. Right? So, we’ve created a hypothetical bank for you here, which is interface bank.

You can see on the right bottom corner, there’s a chatbot, that you can, click and pop it open.

You know, this looks like a regular chatbot. You know, let’s ask some few questions. Let’s say, what’s the routing number?

You know, with our generative a capabilities, which is already available, it pulls up and saves the information. If you click a button there at the bottom, it says view more. It has ability to automatically take you to a website, auto scroll, and show you where that information is, that, you know, where it learned from and highlight that for you. Right? Let’s go ahead and ask another question.

It’s asked for, the kinds of credit cards you offer.

Right? And, you know, so far, it’s it’s just a traditional chatbot. Nothing fancy. It pulling all the information, showing you, and, you know, probably the little bit of fancy part is that you click, view and then it actually automatically navigates and shows you the products where it’s already in your website. Right? So now, let’s see, you wanna apply for this credit card.

You know, let’s show you agentic capabilities. Right? So, I’m gonna say I’m a student. I’m looking for a, a, apply for a credit card.

So and it, pulls up and ask me a follow-up question. Is there anything specific you’re looking at in that card? I’m gonna say, hey. I’m I wanna do more savings, and and probably cash back and things like that.

Says, okay. Great. Let me look at it for you and and it asks you any other question. You say, no no right not right now.

Then the agent AI takes over. So it actually thoroughly navigates the website. So it’s automatically navigating the website, searching through every single page in the website, and doing the research for you to find the best credit card, based on your preference. Comes back and shows you one credit card, that that’s perfectly suited for you.

Now let’s say you wanna apply. Right? What used to happen in the past? So you go through an application process, for ten minutes applying a lot of things.

Now with the agentic AI, the AI goes to the application, figures it out on behalf of you, what are the details required to fill up this application, and tells you, hey. Why don’t you upload those documents for me? I’m gonna fill up the whole application on behalf of you. Right?

So let us go ahead, you know, you know, upload the documents and we’ll click upload. And the AI reads through all those documents and says, hey. I have all the information to apply. Can I go ahead?

You say yes, and you sit back and relax.

AI automatically navigates the entire application, filling up the details on behalf of you. Right?

And and submitting application on behalf of you. What probably would have taken you twenty, thirty minutes to do it, it’s done with just probably one click in in a a few seconds. Right? So application submitted.

So imagine the number of steps it you you as a a member or a customer had to do and it took care of it automatically. That’s agent decayed on. Right? It is taking actions autonomously on behalf of you, making a lot of micro decisions on behalf of you and getting things done.

Right? So, you know, let’s say now you’re in the online mobile banking system. Right?

So, you know, this is online mobile banking system. You can do so many things. Sometimes you do come here to do things you do often, you get it done. But things that you don’t do often, you get lost.

You always wonder why your members and customers are calling you for things that you could do on online. So, let us show you how our AI could help you. So, again, we’ll start off with, like, a a simple, use case. Right?

So let’s say you wanna do a fund transfer, a thousand dollars. Right? So you could come in, type that in.

And and AI has ability to, just initiate the fund transfer, kinda get the confirmation.

You say yes and it it takes care of it. Again, nothing fancy, regular chatbot. Let us show you the agent capability now. Right?

So, let’s say I wanna understand all my streaming services, that have been built for, last, six months or one year. So what what would take you to do this? Typically, it will take you a number of minutes. Like, you gotta download statements from multiple accounts, look through statements to see what are your streaming services you signed up for and all of this.

Now let’s see agent again in action. You click yes, you sit back and relax. AI is now going through every single account, scanning through every single statement, and and and transaction within that, automatically downloading, identifying transactions and categorizing, summarizing for all of that to you and render in a beautiful way. Hey.

Here is all the streaming services that you’re using in the last year. Right? So that’s, you know, you know, something is not possible on online mobile banking system today at all. Now with an agent AI snapped onto your existing online mobile banking system, you can achieve something like this.

Right? So, hopefully, that gives you an idea of the possibility of the future in the agent AI.

But Orbit, which is the product we just showed you, is basically designed to, make your existing non AI system smarter.

Right? But, you know, you know, you can we believe that’s probably the first step a lot of you gonna take, right, to, make your existing system better with AI.

But there’s an what if your online mobile banking system, your contact center system was built AI first? Imagine all the capabilities that AI has today. If all of those were leveraged and built an AI system today, AI online banking system, what it would look like.

Right? So that’s exactly what we call sphere. It’s a complete AI first online mobile banking system. Right?

So let us, deep down into that. So, as soon as you click and pop it open, this is how your AI first online mobile banking system is gonna look like in the future. Right? You can see, all the snapshot of your accounts at the bottom.

You can see, like, account aggregation.

Account like, you know, this is all done by AI. We don’t use Clyde or MX.

Account aggregation is auto automatic on day one with the agentic AI. Right? So it shows you all of this here. On the right side, you have, the AI, Copilot.

You click it open. Immediately, it takes a full screen. And you could ask questions you could never imagine could have done through online mobile banking system. I’m gonna ask very complicated question.

I wanna plan investment for, savings, for my kids’ tuition fee and, you know, for is is is ten years old, and I wanna start planning right away. So I’m gonna ask that question and ask AI to help me.

So immediately comes back and says, hey. I got a few follow-up questions for you.

Right? You know, choose this, choose the type of college, you know, you know, what what what is the, college you, you know, you’re aiming for.

And then at the bottom, it shows you multiple accounts. I can make selection of all the accounts to be used to plan, and it it asked me what is a monthly contribution you’re thinking about. I can go and, you know, start with something. It says you want to plan, for investment strategy five twenty nine plan, for for the savings. I’d say these are my preference. Go ahead and start the research.

It’ll come back ask me, is there any other accounts you want me to add? I’m gonna say, yes. Go ahead and my spouse account because planning for something so big is not just me. There’s a family, you know, planning.

So I wanna include all the, you know, accounts of, my spouse. Says, okay. Go ahead. Connect the account. You click on it and it’s gonna ask me what, bank your spouse bank with. I’m just gonna say Safe Credit Union and it automatically goes to Safe Credit Union, brings up their online mobile banking system, and ask me to log in.

Right? So I’m logging in here and having AI resume the process And now it is automatically going through Safe Credit Union connecting to the bank account. It comes back and says, hey. I pulled all the accounts. Are you ready to, proceed? So let’s say yes and takes me, back to the, preferences where you can now see Safe Credit Union. I’m gonna add that as a account for planning and begin the research.

So now it’ll take a moment. It is gonna do thorough research, and your task is scheduled. You can see on the left side. And very soon, it’ll start telling you the step by step process it is following, telling you all the research it is doing on behalf of you, to kind of give you a concrete plan.

As you could see on the right side, it is looking for, how college tuition fee trend the tuition fees have changed in the last ten years, how it’s expects to change the next ten years. Comes back with a comprehensive plan saying, hey. You have this much corpus of amount. Here is your monthly contribution.

At the bottom, if you scroll down, it has a a strategy for you. It keep coming down, it says five twenty nine education savings account needs to be created.

You with a click of a button, you can literally say execute this plan, and it goes ahead, executes the plan by create, creating the five twenty nine account for you, setting up all the auto transfers for achieving the savings. Everything is doing all of that with a click of a button. It’s it’s done, ready to go. Right?

So that’s the future of online mobile banking. Right? So and we’re already taking beta customers, you know, for for this and really excited to launch a completely AI first banking, the the world has overseen. So, the last part of the demo I wanna show and then we’re going to q and a is the agentic AI is going to also transform contact center.

Right? The contact center as we know today, like, you have a, you know, a Cisco or, you know, Genesys, which has a ACD routing a call, you know, workforce management, all of that is gonna change with agent AI. And we are completely rethinking the entire contact center system that is agent AI first. Right?

Let us show you that, you know, for a brief moment. So today, how does the contact centers today work? Right? So you have, you know, your staff, two to three different screens, multiple applications, ten to fifteen applications.

They’re jogging between those applications as the members and customers call in for different kinds of requests. All of that is gonna go away. There’s gonna be one screen for your agent where they can make themselves available, not available. Let’s say they make themselves available.

Immediately, a task gets assigned. So imagine this is a task where the member is asking for a wire transfer of five thousand dollars. Right? And executing a wire transfer has probably fifty different steps.

Right? AI is going to do all those micro steps and get the agent involved wherever it gets stuck. That’s it. Your agent is not sitting there executing fifty steps.

AI is doing probably the forty nine step. In one step, it gets stuck, says agent, come in here, help me with this, and then I’ll take over again. Right? So here what’s happening is the the core banking session has expired while AI is trying to navigate by itself.

So it brought in the agent and said, hey. Can you, put in the PIN? Right? So you go ahead enter the PIN and log in, and it takes over again and completes the task for you and says, hey.

Here are the steps. Here’s the, verifications I’ve done. Do you want to authorize? You just click yes, and it’s done.

That’s all. For the whole request of wire transfer, that’s all agent has to do. And immediately, the next call or chat gets assigned to the agent. Here, it turns out the caller had asked for a callback request.

So which is about checking the loan application status. So the caller has said, have someone call me back at three PM EST. So at three PM EST, who is the available agent, they get assigned with this task. Right?

With, you know, so you see the right side with the context, on the left side with, complete agent AI interface that can take control and navigate the application. So they don’t have to figure out what application to jump to. The AI decides, hey, you want to take this action? There is application.

I’m open it for you, open the right screen for you and keep it ready for you. Right? So you can take control or let the resume operator for AI to handle it. So now you are to do a callback request.

So you click, call customer.

It initiates a call from right here.

Right? So and, you know, let’s let’s say resolve the call and agent gets assigned a third request.

Right? So here, this time, caller is asking about increase the credit card limit. So the again, AI is talking to the, customer and the agent is talking to the AI. Like, you know, the humans are the humans are not talking anymore at all.

They’re both on the AI and the AI is working with each other. So here, they wanna increase the transfer limit and the AI says, hey. I want, ink a new income statement for this. Right?

So and the agent gets in, gets bought in and it clicks a he or she clicks a button where AI automatically informs the caller, hey. We need new income statement. And it turns out the caller is saying, I already sent that to you in the email. So agent with a click of a button can scan the emails, find that on, the AI can find that on behalf of the agent and immediately apply that on approve, for the credit limit increase.

So all the agent has to do now is review, what has happened and click approve.

Member request is taken care. As you could see, what task that will have taken fifty, sixty steps for an agent is reduced to one or two steps. So if you think about it, what this could do to your customer experience and contact center, you know, twenty, thirty years back, you got call centers that came in. So agent could do one call at a time. Right? And then ten years back, live chat came, where now your agents could do three to four live chats at a time, come multitasking.

But with this agentic contact center, your agents could be handling thirty to forty requests at a time, thirty to forty calls or chats at a time because they are needed for a one small micro step where AI is doing the rest of the task. Right? So that’s the future of contact center. Right? So, you know, we’re taking better customers for this and we’re really excited about it. So, Jack, back to you for the q and a.

Amazing. Amazing. Exciting future.

I was hoping AI will come back with an answer that I don’t need to save for the education. AI will do it for free.

Yes. Great. So here’s a quick slide of our offer. So device biometric, which is a very simple and powerful technology to authenticate the user, we’ll, provide it license free for the first five registrants who are interested in, kind of, doing business with us. And if you are, please send an email to laura at interface dot a I.

Okay. So let’s go to the q and a. So there are quite a few questions, to Rhonda.

And, Rhonda, people are very curious about how many, contact center agents you have, what is the reduction in the attrition rate, were you able to kind of take some of the contact center agents and assign it to other tasks? Can you speak to that, please?

Yes. So we currently allow for nineteen positions within the contact center. We currently have seventeen, and two of those are actually in training right now, and we are not filling that at all in our call center at all.

The reason why we’re hiring is because we’re going to be restructuring our contact center department and actually taking on more duties.

We’re going to be taking on opening up online accounts and streamlining that process into the more digital side.

And, so as you can see, we’re down four reps. And whereas before, it would have really hurt us, it’s not hurting us at all. Our sub our service level has remained still where it needs to be ninety percent.

Okay.

So maybe this is a Sri, you can answer this question.

Lot of people interested in, kind of the general AI. What kind of first knowledge sources they can use? How what are the kind of process in using all the knowledge sources for dynamic knowledge?

Yeah. There’s one of the most important, challenge of a regulated industry like, banking credit union is, you need to make sure these technologies are grounded with facts and and source of truth. Right? So it can hallucinate, make up responses, and all of that.

So it took us, years to do r and d to make this generative AI agenda safe for Credit Union’s community banks. So to an extent, today, you can literally point to the website. It has ability to, completely ground itself. We use a proprietary knowledge graph to ground itself, on the on the truth and source of the truth you share, you know, and you, give an access to and learn from that and start responding to that.

And the kind of knowledge could be your websites or, you know, documents you craft up policy, procedure documents, external facing documents for in case of member facing chatbot, you know, for employee facing chatbot. I mean, it could be internal policy and procedure documents.

To an extent, this knowledge assistant, like, you know, you could even, point it to CFPB guidelines, FFIEC guidelines, and ask questions, hey. What has changed in the last one month? Right? It has ability to understand those, you know, and kind of guide you, you know, what could take several hours of research and manual effort could be, reduced to a few a few minutes. So it could be practically any form of content.

So yeah.

Okay.

So we have two minutes. So this is probably the last question. So, maybe this is for Sri. Can you share what structure you have in place to train, evolve, and troubleshoot the AI voice and AI chatbot tools you have in place?

So, as as the technology is evolving, right, with generative AI, agent AI, the entire ability to, test and, you know, do quality control of this was also changing very rapidly. As Rhonda talked about, the the the past generation of conversation and chatbots where it required a quite a lot of effort in testing, in in the future with generative AI as as, you can see that as in the newer version of our product you’re off already offering is you can literally say, hey. Here are the things I wanna test, as if you tell to a human being, and then, you know, you can run the test automatically. Right? So that’s where we are heading with the, you know, the oral testing quality process. That’s where it’s gonna go, in the coming days with the generative AI.

Great.

Okay. Maybe, I think we’re actually out of time. So other questions which haven’t been answered, we will get reach back to you, after the webinar offline.

We really appreciate your time.

It was, hopefully, this was, a good educational webinar, both about how Vioke is using, our solution and the vision which Sri shared with you. If you have any follow on questions or would you you like to interpret us, just, go to our website and click, for a demo. We’ll be more than happy to engage with you guys. Thank you again, and have a great day.