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Are IVAs the Answer to Members’ Post-Pandemic Digital Expectations?

Build member trust and improve their experiences with intelligent virtual assistants.

By Rhonda Gibler and Patty Watson | March 23, 2022 at 09:00 AM
Hand with robot hand coming out of screen Source: Shutterstock.

In recent years, customer service demands for immediacy and personalization have shifted, raising the bar for customer satisfaction standards across all industries. Credit union officials are wisely working to meet these needs by turning to artificial intelligence-powered virtual assistants to evolve member service in the industry.

A recent McKinsey study demonstrated that heightened digital adoptions during the first 60 days of the pandemic pushed companies to then begin rapidly employing new strategies to keep pace with growing customer demands. Yet, even with evolving technology sophistication in this sector, many institutions were hesitant to adopt because of regulatory factors and the lack of trust and reliance in new technologies.

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