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Virtually Speaking

SWBC Elevates Self-Service by Implementing a Next IT Virtual Assistant that Helps Lenders Better Serve Borrowers

Posted by Next IT on Jan 14, 2013 11:00:27 PM


‘Emily’ delivers 24/7 access to information and simplifies business processes.

Spokane, Wash., January 15, 2013: Next IT today announced the launch of their newest Intelligent Virtual Assistant (IVA), “Ask Emily.” Implemented for diversified financial-services leader SWBC, “Emily” is available 24 hours a day, answers nearly any question about loan insurance and will help borrowers navigate the company’s imcovered.com web site.

Created by leading IVA provider Next IT, “Emily” was designed to understand natural language and has been trained to have the same knowledge as SWBC customer service representatives; however, since Emily is virtual, borrowers never have to wait on hold to receive assistance. To ask her a question, they simply click on Emily and type their questions in her chat window. Emily responds in her own voice, with her own personality, and even has the ability to engage borrowers based on insight into their specific needs and wants – quickly connecting them to the right information.

Emily was created as part of a complete redesign focusing on improving borrowers’ experience with SWBC. Prior to her introduction, borrowers were directed to a conventional website, but had to wait until SWBC’s call center opened to receive personalized answers to questions.  With Emily, SWBC gives lenders a competitive advantage by allowing borrowers to resolve their insurance issues on their own time, 24/7, using natural-language conversation. Emily answers any insurance-related questions borrowers may have, allowing them to quickly return their loans to good standing and helping them maintain a positive relationship with the lending institution.

“We know that borrowers turn to websites first to resolve concerns and find the information they are looking for, but we also understand that finding relevant information on a website can be challenging. We’re proud to offer Ask Emily as a website customer-service solution that empowers borrowers to ask for what they are looking for, in their own words, and get a fast, accurate answer,” said Brad Young, COO of AutoPilot. “Emily is ready to assist SWBC’s clients’ borrowers now – and in order to promote trust and value, SWBC will continue to train Emily, just as a live customer service professional would be trained, to ensure the latest information is served.

About SWBC
Headquartered in San Antonio, SWBC is a diversified financial services company providing a wide range of insurance, mortgage, and investment services to financial institutions, businesses, and individuals. With offices across the country, SWBC is committed to providing quality products, outstanding service, and customized solutions in all 50 states. For more information, please visit SWBC’s website at www.swbc.com.


Topics: Next IT, Press Releases