Every credit union knows that artificial intelligence has long been used to detect fraudulent credit card transactions and score credit risk. A relatively new use is in customer experience—or member experience to credit unions.
Within member experience is a new AI application—conversational machine agents. Sometimes referred to as conversational AI or intelligent chatbots, this article explains:
- What conversational machine agents are and how they differ from chatbots
- How they benefit credit union employees and members
- Why it is crucial to use a cloud contact center with embedded conversational machine agents
Conversational Machine Agents and Chatbots Both Communicate Like a Human
A chatbot simulates human conversation. However, unlike conversational machine agents which are powered by AI, chatbot interactions operate by a rules-based computer program; thus, they follow a pre-determined interaction flow.
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