Langley offers ‘Leigh’ way to boost member service
Easily deployed chatbot learns as it goes, saved several thousand phone calls in its first weeks.
Langley Federal Credit Union ($3.4B, Newport News, VA) is not quite three months into the live use of a self-service chatbot but has seen enough to say it’s off to a good start.
The Tidewater cooperative launched Leigh — the name given the digital question-taker that appears on the lower right-hand corner of its website — on May 11 and in the first seven weeks saw it used more than 6,700 times.
“We believe member reactions are favorable as it provides a quick resource tool for them,” says Kristi Forehand, director of Langley’s contact center, whose staffers took 6,700 or so fewer calls than they would have without that feature.
Providing Another Layer Of Self-Service Tools
“Leigh” as a creative derivative of Langley
Langley FCU launched Leigh as a tool for members to ask questions quickly and conveniently. It adds another layer of self service by providing answers and links so members can do more without physical assistance from a representative on the phone or in a branch.
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