Conversational interface keeps members connected to their online accounts
Spokane, Wash., May 2, 2012: BECU, one of the top five financial cooperatives in the United States, and Next IT, the largest U.S.-based provider of Intelligent Virtual Assistants (IVAs), today announced that BECU has implemented Next IT’s Access Assistant, an online tool designed to help BECU members reconnect to their accounts if they forget their login information or are locked out.
Access Assistant works by engaging in an online conversation with members, securely establishing and authenticating their identity. It then either sends their forgotten information or automatically unlocks their account. Access Assistant can even walk new members through enrollment applications that frequently required the assistance of a member-care representative. BECU is the first organization to implement this new offering from the Spokane, WA-based tech company.
“We average 100 password/username/lockout calls per day,” said Howie Wu, Vice President of Virtual Banking at BECU. “One reason we’ve implemented Access Assistant is to reduce the number of these calls. From our perspective, even with a reduction of 50%, we expect over a $100,000-plus benefit right out of the gate, and that’s just an assumption based on that specific reduction, let alone the 24/7 benefits of allowing a member to actually reset, get unlocked, and reconnect to their online banking after-hours.”
“Another plus,” said Wu, “is now that BECU’s live representatives are no longer resolving login issues, they're able to spend more time engaging with members on financial matters. It’s all part of our commitment to bring high-value, personalized service to our members.”
Governed by a volunteer Board of Directors, BECU is a not-for-profit credit union owned by the members. Profits are returned to the members in the form of better rates and fewer fees. With more than 650,000 members and more than $9 billion in assets, BECU is the largest credit union in Washington and one of the top five financial cooperatives in the country. BECU currently operates over 40 locations in the Puget Sound region. All Washington state residents and students attending Washington colleges and universities are eligible to join.