Artificial intelligence provides real service at Royal Credit Union
An avatar named Val, trained to interact like a live human, handles thousands of queries every month and improves the member experience at the Wisconsin cooperative.
So, a 30-something contact center staffer hired at Royal Credit Union ($3.8B, Eau Claire, WI) in the thick of the pandemic has been growing in her job as she quickly becomes a key part of the Wisconsin credit union’s prowess at responding to member needs quickly and efficiently.
She’s a University of Minnesota graduate with two kids, a husband, a cat, a golden doodle, and a yen for online shopping for designer bags.
But she’s not real.
Val is Royal’s chatbot avatar that’s been handling more than 7,000 queries a month through the cooperative’s website as well as through two entities of the age of artificial intelligence: Amazon’s Alexa and Google Assistant.
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