Artificial intelligence (AI)-powered customer experience (CX) technology is ready for prime-time in financial services, at last. ENACOMM – a FinTech provider with time-honored expertise in intelligent self-service, big data and financial fraud prevention – today introduced the financial services industry to Emerie, the most advanced, accessible AI-backed Intelligent Virtual Assistant (IVA) for banking.
Emerie’s AI technology learns about and comes to know users by continuously analyzing performance metrics and integrating new information, delivering an improved user experience with every customer interaction.
“We are nothing short of thrilled to bring Emerie to life,” said ENACOMM CEO Michael Boukadakis. “For decades, I’ve been focused on the financial services industry and in the trenches with brilliant developers designing intelligent self-service solutions that meet the real needs of banks, credit unions, FinTechs and their customers and members. An Intelligent Virtual Assistant like Emerie has long been in the wouldn’t-it-be-nice category, due to technological and security limitations—but our team has cleared the industry-specific hurdles, and Emerie is ready to change the self-service game for banks, credit unions and FinTechs, both large and small.”
Banks and credit unions face CX challenges that must be overcome, including:
• Financial institution websites hard to navigate
• Agents only available during business hours
• Ongoing customer/member feedback difficult to gather
• Agents wasting time on easily-solved customer/member issues
Emerie takes customer experience and self-service in financial services to the next level by:
• Making it quick and convenient to find answers to questions, such as, “What’s the bank’s routing number?” or “What are the bank’s branch locations and hours?”
• Staying available always, 24/7
• Cultivating an AI learning loop, so the IVA gets smarter over time, as the collection of data grows
• Freeing up customer service agents to focus on complex and meaningful customer/member interactions by automating simple requests
“Customer experience is a key differentiator among financial institutions,” commented Boukadakis. “Consumer expectations continue to advance amidst today’s accelerated digital transformation, but Emerie catapults FIs ahead of the competition.”
With Emerie, banks, credit unions and FinTechs can brand and customize the customer experience to set themselves apart and adapt as needs change. All of ENACOMM’s CX technologies can integrate with any contact center solution to deliver seamless user experiences, and can be utilized across multiple interaction channels, including web chat, mobile web, phone, and SMS.
ENACOMM captures behavioral, transaction and preference data to deliver personalized experiences, and Emerie uses that data to solve problems that financial institutions face every day. In the role of virtual receptionist, Emerie answers users’ basic questions and routes them to the right place. Also serving as a virtual teller, Emerie knows and understands customers and members, and is always on call to provide account and transaction info.
• Emerie Virtual Receptionist:
o Customized chat window on financial institution website
o Customized voice to answer customer/member calls
o Customized responses adapted to each channel
o 50+ topics understood
o Multiple languages offered
• Emerie Virtual Teller:
o Authenticates callers
o Retrieves account balances
o Lists and searches transactions
o Makes payments
o Transfers funds
o Manages cards
o Helps with upsell and cross-sell by recommending products and services
IBM estimates that conversational AI can take care of 80 percent of queries currently handled by service representatives and reduce customer service costs by 30 percent.
Boukadakis added, “This is big. Emerie is the IVA that the financial services industry has been waiting for—and ENACOMM is eager to usher in the future.”