• 'Ask BECU' Delivers  (July '08 survey)
• Improves ability to serve BECU members:  82% either Agree or Strongly Agree
• Easy to use: 88% either Agree or Strongly Agree
• Accurate answers:  83% either Agree or Strongly Agree

Customer Profile

With assets of more than 8.5 billion and approximately 600,000 members, BECU (Boeing Employees' Credit Union) is the largest credit union in Washington and one of the top four financial cooperatives in the United States. As a not-for-profit financial cooperative serving State of Washington residents, BECU is owned by its members, with its earnings returned to its members in the form of better interest rates and lower fees for services.

Customer Challenge

The amount of information inundating BECU's internal knowledge base challenged BECU's commitment to providing the best value and service to its members. BECU sought a solution that simplified the navigation of internal information, bridging the gap between their employees and the answers they need to exceed their service standards.

The ActiveAgent Solution

ActiveAgent's proven effectiveness represented the most accurate and cost-effective solution to BECU's internal informational challenges. In 2007, BECU partnered with Next IT to launch 'Ask BECU' and provide their employees with accurate, relevant and user-centric answers to their natural language questions allowing them to uphold exceptional service standards.

The results were spectacular, proving ActiveAgent's effectiveness in solving the challenges of the informational bottleneck and ensuring higher levels of user and customer satisfaction.

With the value of their internal-facing Virtual Employee proven, BECU made the decision to create a member-facing version. Launched in August 2010, the new, non avatar-based Virtual Employee is there to assist members: Whether they're searching for branch locations, wondering how to order a new debit card, or looking for information on how to obtain a car loan, 'Ask BECU' quickly puts the right resources at their fingertips.

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