as a way to gain back some of the
revenue we lost during the first few
months of COVID, and set us up
moving forward in terms of revenue.”
Boost.ai is another key partner, ena-
bling the credit union’s chatbot to take
over simple inquiries while MSUFCU
employees help members with more
complex inquiries.
“With the virtual assistant, you get
more consistent answers across the
board,” says Maxim. “We did a pilot
with Boost.ai and we asked individuals
from our team with no experience to
become certified Boost.ai trainers. We
were able to build out the content and
train the model in 10 days and then test
it with a group of 60 individuals.” User
satisfaction reached almost 100% over
the ensuing four weeks. Through the
pilot, we determined we could automate
approximately 2,000 employee-to-
employee interactions each month.
“We decided this was a company
we wanted to move forward with and
we’re currently scaling that out. We’re
learning AI. Yes, there’s technology
involved, but a lot of it has to do with
the content, the training, business flow,
and business process.”
The Lab, which only officially launched
in autumn 2020, is already creating
alchemical results for MSUFCU. As the
credit union looks to 2021 and beyond, it
can look forward to seeing the reaction.163technologymagazine.com