Deliver an exceptional member experience
Your contact center plays a key role in shaping your credit union’s member experience. Members count on you to deliver personalized service, respond to their feedback, and provide the best financial guidance for them. With Creovai’s real-time agent guidance and post-conversation intelligence, your contact center can consistently deliver great member experiences—and keep raising the bar.
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Increase agent and member confidence with real-time guidance
Your members trust your credit union with their financial well-being, and just one negative interaction can damage that trust. As frontline representatives of your credit union, your agents must be able to assist your members confidently. Creovai Agent Workflow brings everything agents need into a single interface, improving first-contact resolution and handling times.
- Keep agents on track with dynamic next-best-action workflows that follow the conversation.
- Bring relevant data and information into a single desktop view so agents can stay focused on the member.
- Enable managers to easily adapt workflows without relying on IT support.
Resolve complex interactions efficiently
Members often call your contact center when dealing with complex or emotional issues, such as a suspected fraudulent charge or a lost credit card. Creovai Agent Assist is an AI assistant that helps agents resolve the most challenging issues—while reducing after-call work so they can dedicate more time to the interactions that require extra care.
- Ensure agents follow best practices and stay compliant with intent-based checklists and alerts.
- Deliver real-time coaching prompts to help agents provide the best possible service to your members.
- Automatically generate call summaries to reduce wrap-up time and increase agent availability.
Analyze member conversations to drive credit union excellence
Turn your contact center into a competitive advantage for your credit union. Use Creovai Conversation Intelligence to listen to your members at scale, spot trends in feedback and churn risk, and make measurable improvements to your overall member experience.
- Uncover conversation insights to improve self-service channels, reduce repeat contacts, assist members more efficiently, and lower operational costs.
- Boost new member growth and improve sales by identifying the behaviors and phrases your most successful agents use to add services and close loans.
- Reduce churn by identifying at-risk members—and capture feedback to increase member satisfaction.
Improve training and reduce agent attrition
Ensure your members receive consistently high-quality service no matter who they speak to. Identify your top opportunities to improve agent and team performance with Creovai QA Automation. Use these insights to adapt your real-time agent workflows and deliver data-backed training that helps your agents grow.
- Get automated QA scores for 100% of your member interactions to get a holistic view of agent performance.
- Reduce manual QA time by up to 80%--giving your supervisors or QA analysts more time to focus on coaching.
- Close the loop by bringing agent evaluations, sample interactions, goal tracking, and coaching session notes into the Creovai Agent Coaching Hub.
Connect with the tools your contact center uses every day
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FAQs
What Creovai functionalities are tailored to credit unions?
Creovai maintains a library of credit union-specific insight categories—as well as a pre-built financial services dashboard—in our conversation intelligence platform. This makes it easy to automatically track important interaction events, such as call reasons, right away. You can also buid your own custom categories in our conversation intelligence platform and custom workflows and prompts in our real-time guidance platform, giving you the flexibility you need for your specific business processes and evaluation criteria.
Can Creovai detect and alert agents to signs of member dissatisfaction or potential churn in real-time?
Yes, you can configure Creovai to detect language indicative of member dissatisfaction or potential churn risk and trigger alerts to agents in real time. You can use Creovai Conversation Intelligence to identify the agent behaviors and save offers most effective in these scenarios, then build these offers into your real-time prompts to improve your save rate.
How does Creovai assist in maintaining compliance with financial industry standards during member interactions?
You can use our Agent Workflow software to walk agents through step-by-step processes in real time, ensuring they follow the appropriate measures. Our AI-powered Agent Assist software can further reduce compliance risks by serving agents dynamic checklists while they work and displaying a warning if it detects a potential compliance breach, allowing the agent to course correct. Finally, our Conversation Intelligence software analyzes 100% of your interactions to uncover patterns in compliance risks, allowing you to make large-scale process or coaching improvements to reduce future risk.
How does Creovai ensure data security, especially concerning sensitive member information?
Creovai is compliant with GDPR, HIPAA, SOC 2 Type 2, and PCI DSS - SAQ D. All data is encrypted with AES 256, and all data in transit is protected with TLS 1.2 or better. We also use an automated redaction system that can remove PCI, dates, SSN, and account numbers from voice and chat interactions. For more information about our data security practices, please reach out to one of our team members.
How does Creovai support agents in handling complex member issues, such as loan applications or account disputes?
Creovai brings step-by-step guidance, along with data from integrated sources like your CRM or knowledge base, into one simple interface so agents get instant access to the information they need during complex interactions. You can configure context-based coaching prompts for additional real-time guidance (for example, language proven to help with de-escalation during account disputes). Creovai Agent Assist also automatically summarizes calls, generates answers to agent questions about the interaction, and writes back information collected on the call to your CRM, reducing the agent's after-call work time.
What kind of analytics does Creovai provide to help us understand member needs and improve services?
Creovai Conversation Intelligence lets you track contact reasons, key interaction events, agent behaviors, member journey friction points, and more. We also offer an AI-powered predictive satisfaction score, CSATai, for every member interaction. This can help you track trends in satisfaction and identify actions your contact center can take to improve the member experience.
Are there case studies showing how other credit unions are using Creovai?
Yes, we recommend starting with the case studies for BCU and TwinStar Credit Union.
