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Empowering front-line agents with answers

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UW Credit Union, headquartered in Madison, Wis., has implemented a new system to enhance the experience of its members. The credit union, one of the largest in the state with more than 240,000 members, wanted to scale member service throughput and quality, while curbing costs.

To reach that goal, the credit union has chosen eGain’s artificial intelligence (AI) knowledge solution, which is designed to provide front-line agents with fast, accurate answers to member questions. Its AI-driven guidance resolves issues in a way that complies with regulations. The solution offers intelligent self-service while recognizing the need for human-assisted service through context-aware features, according to eGain.

“A core element of our value proposition is member experience,” says Dave Poeschl, Member Solutions Center director at UW Credit Union. “With the service excellence enabled by eGain’s AI knowledge solution, we plan to continue building upon our strong member satisfaction results.”

Credit union specialists will use the solution to answer member questions about their accounts, including checking and savings, mortgages, debit/credit cards and loan products.

Eric Bangerter, VP of e-commerce at UW Credit Union, says, “We are excited to implement the knowledge management solution. The ability to integrate the technology into our operation will take our contact center to the next level. This platform will increase operational efficiency while providing an outstanding experience for our members.”

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