“There are several issues with how contact center servicing works. No member likes to wait for several minutes to speak with their credit union. There are several instances where, even after long wait times, either the call gets abandoned or members do not get their questions answered correctly. This technology …

“We identified vendors for this engagement by researching more about IVA implementations in our space and by reaching out to partner financial institutions. We also evaluated the IVA implementations of other CUs hands-on to understand the possibilities with the technology.”