Lake Trust today announced it has signed on with Posh Technologies to introduce their Conversational IVR for automating contact center workflow. In addition to becoming a Posh customer, Lake Trust has invested in the Posh CUSO, joining 15 other credit unions.
Posh’s Conversational IVR answers calls with an automated, natural voice. After authenticating callers, it answers questions and executes banking workflows such as balance checks, payments, and transfers, to name just a few. While Posh’s IVR completes most calls without ever involving a human contact center representative, it can easily transfer to the most relevant and available representative when needed, contextualizing the conversation so far for that team member to ensure the most efficient handoff.
In addition to fostering an enjoyable telephone banking experience, Posh’s IVR can support an infinite amount of use cases and ensures no hold times.
“Lake Trust is committed to being an engine of financial wellbeing for our members. We are consistently evaluating how we can innovate to enhance the member experience. Convenient access to financial information is central to that process. Through our partnership with Posh Technologies, the new Conversational IVR program will offer the newest technology and convenience coupled with the personal service provided by our member experience team,” said Jack Martin, Senior Vice President, Information Services at Lake Trust.
“We’re thrilled to partner with Lake Trust as both a customer and investor,” says Karan Kashyap, Cofounder and CEO at Posh. “We look forward to freeing up their contact center to focus on the most urgent and complicated calls, providing the absolute best possible banking experience to Lake Trust members.”