Empowering Agents, Enhancing Service: Veridian Credit Union’s AI Copilot Journey

Transcript:

Elia: All right. So thank you to the Veridian Credit Union team for first of all having us on site, and second of all taking the time to share your feedback and your experience with our AI Copilot product. Joining myself today, we have Josh, who is the Account Manager at Comm100. I’ll hand it over to Steph.

Stephanie: Stephanie, Manager of Outbound Electronic Relations at Veridian Credit Union.

Katie: Katie, team lead on the Outbound Electronic Relations Team at Veridian Credit Union.

Matthew: And Matthew, Bot Developer II at Veridian Credit Union.

Elia: Awesome. Thank you, everyone. So to start off with, there’s a few questions we just want to ask on what your experience has been with the Comm100 AI Copilot solution. The first question we would like to ask is, what first got Veridian interested in exploring the AI Copilot product from Comm100? Let’s start with that.

Matthew: Regarding, you know, Veridian is a company that wants to go digital first, always be innovative, always be ahead of the curve in terms of digital functionality and AI functionality. And with Comm100 being such a natural partner with chats and all the services you offer, we decided just to deep dive and see what you guys offer.

Elia: Fantastic. Anything that from the rest of the team?

Stephanie: We would like to adapt to technology. First, we want to provide our members with better and better service. So ways that we can do that, it’s great to partner with Comm100 to do those things.

Elia: Absolutely. All right, I’ll pass over to Josh.

Joshua: Perfect. So before you guys implemented AI Copilot, what were some of the challenges or pain points that your teams were facing?

Stephanie: Like the wrap ups, where they’re selected by agents, right? We would have wrap ups — For some agents, you would scroll maybe wrap ups for days, not days, but it felt like that when you’re looking at them, that automated wrap up thing has been huge for us. It automates things. It takes less work off of staff as well as from sentiment analysis. It gives staff real time feedback as far as how they’re doing or maybe how that member is responding so that can help them maybe switch, you know, flip the script as far as helping the member. And then the spotlights have been huge, I think, from Matt’s perspective, and I can let him touch on that.

Matthew: Yeah, spotlights, let me quickly analyze and see what kind of conversations are happening, not only with the staff and our members, but also with the bot and our members. So we can see what sales opportunities that members are asking for. We can see what escalated situations members are experiencing with both staff and the bot to easily analyze what’s happening in the troubleshooter.

Elia: Fantastic, that’s very good feedback. And that’s one of the reasons why we went ahead with this AI-driven initiative to release these products to both help the human agents with their day-to-day operations, as well as the managers and admins and analyzing the conversation after they have concluded. So, thank you for the feedback. All right, the next question I want to touch base on is how did you go about introducing AI Copilot to your agents and what was the whole process like with the Comm100 customer success team?

Matthew: So I handled that part of the AI Copilot experience. First I validated, tested everything and highlighted to Steph and management: what features I thought would be useful, and what maybe wouldn’t be as useful. And after we determined to use the spotlights and the sentiment analysis and all the products that we enabled, I then met with groups of at least five to six and kind of went over them like how to use the smart wrap-ups, how to go ahead and use text enhancements, how to go ahead and add notes for summarization, things of that nature. Just gave them a good 20, 30 minutes of time to go ahead and let them ask questions, you know, make sure they understood how the features worked, and then let them use it in the wild.

Elia: Fantastic, thank you. That’s very valuable feedback. And anything else to add from the rest of the team on that part?

Stephanie: At the end of the pilot, Matt also sent out a survey to staff just to get their feedback as far as what went well, what did they like, what did they not like, what would they like to see. I thought that was valuable too. With AI, you know, it’s constantly rolling out. So getting constant feedback from staff is huge to make them feel a part.

Elia: Fantastic. Again, in terms of the feedback that you received, was there any actionable items from the Comm100 end or any really positive experiences that your agents felt that you like to share as well?

Katie: We had a few agents that were kind of like our… they had the buy-in. So they were the ones that were really like pushing it towards their coworkers. Not pushing it, but. It was good that they knew that like some people on their team that are doing this role already have the buy-in, are ready to go with it. I think it was just getting more comfortable because it’s the first time we’ve rolled out like AI into something that they use every day. So just getting comfortable with it.

Stephanie: And they love the wrap ups. The wrap ups have been huge time saving, but I think they were like, I think he enabled, he turned it off for one point or another and they’re like, “when’s that getting turned back on?”

Katie: “Bring it back.”

Stephanie: “Why do I have to do this thing again?”

Elia: Yeah, the key theme seems like across all our other customers as well as Veridian is efficiency and time savings. Seems like smart wrap up is another feature of AI Copilot that is doing exactly what it’s supposed to do.

Joshua: It’s standardizing as well for you.

Katie: Absolutely.

Joshua: Perfect. So since implementing AI Copilot, what kind of impact have you seen, whether in efficiency, customer satisfaction, or agent experience? I know we’ve already spoken a little bit to the agent side, but maybe what about the Veridian customers? Like how do you feel like they’ve taken it on? How have they been receptive to the differences that AI Copilot’s brought?

Matthew: With smart wrap-ups, for example, we can get to more member conversations quicker because we don’t have to spend time looking through all the wrap-ups and identify which categories applied. But in terms of things like text enhancements, we can go ahead and make messages more professional and understand and better write what we want to say in a quicker and more timely manner. So, things like chat response time goes down, and agent response time goes down, and waiting time goes down, well, because of some of these features.

Joshua: That’s why, obviously, if all of the things come down, satisfaction, we would be right on the back of that.

Stephanie: Yeah, I think that’s also something that’s impacted the members. Staff can see that red or orange smiley face — not smiley face — and the gamification helps them work toward making the member happier.

Elia: Yeah, absolutely. And then the last thing is: for other organizations and credit unions that are looking to leverage AI Copilot, are there any insider tips and tricks or any advice you’d like to share with them based on your rollout of AI Copilot?

Matthew: Don’t be afraid of tests. Don’t be afraid to ask Comm100 questions. You guys are awesome with responding to us, answering our questions, taking our feedback to heart and kind of utilizing it or explaining what’s happening. So don’t be, my biggest take back, we don’t be afraid to ask questions and make sure that each case is right for your situation.

Elia: Fantastic, that’s very good feedback. Thank you, Matt, and thank you for the shout out for the support. Anything from the rest of the team?

Stephanie: I would just echo that the proof of concept and working with you guys to make sure that you’re like, “Hey, maybe a month isn’t long enough.” You guys are great to work with, so maybe collaborate and see what works best. From an implementation standpoint, I think what Matt touched on is making sure that you are pulling staff aside and really having that small group or even one-on-one. Because AI is new and staff are just not accustomed to it. It’s not in their everyday like habits when they’re working, you know, helping members. I think just making sure you’re taking the time to slow down with them and leverage that so they can kind of learn what it can do for them.

Elia: Absolutely. And that actually brings up a really good point because, as you mentioned, AI is evolving even on a daily basis at this point. So just having the extra sort of support mechanism from both the Comm100 and from the organizational standpoint goes the extra way or extra mile. Because at the end of the day, when new agents are coming on board and they haven’t really seen AI, they may be overwhelmed. And that’s why we’re here to also support the process and essentially simplify as much as possible, and ensure that our customers are just ready to get the most out of our products. So that concludes all the questions we had for you guys today. Any other comments, feedback, or any questions for us that you’d like to share at this point?

Matthew: You guys have been a great partner, so yeah, that’s all I have.

Elia: Thank you.

Matthew: Feeling is mutual.

Elia: Yeah, absolutely mutual. Perfect. Thank you everyone, and thank you so much.

Matthew: Yeah, Thank you.