Q2 Holdings has launched Q2 Assistant, an artificial intelligence tool designed to help bank and credit union employees resolve digital banking support issues. Stanford Federal Credit Union, one of the tool's early adopters, said it has used the tool to complete some tasks in less than a minute that previously took hours.
Q2, an Austin, Texas-based fintech, said employees can use the tool to access information and complete tasks across their systems through a single interface.
The first tool available through Q2 Assistant is the Customer Care Agent, which Q2 said helps customer service employees handle common digital banking issues, including login failures, password resets, transaction inquiries and user activity investigations.
Stanford FCU participated in a pilot program ahead of the launch.
"Using Q2 Assistant, tasks that previously required hours of research and escalation across teams can now be completed in seconds," Brian Xie, Stanford FCU's vice president of digital strategy, said. "In one case, a request that took over two hours to resolve was answered in under a minute without escalation."
Adam Blue, Q2's chief technology officer, said financial institutions need AI tools that are integrated into existing workflows rather than separate systems.
"Banks and credit unions don't need more disconnected AI tools. They need intelligence embedded where work already happens," Blue said. "Q2 Assistant builds on more than two decades of financial institution workflow expertise to help teams move faster, resolve issues more efficiently, and deliver stronger customer experiences within their trusted Q2 platform environment."
Q2 Assistant includes governance and compliance controls designed for regulated financial institutions. According to the company, customer/member data remains isolated and encrypted, interactions are logged, and customer/member information is not used to train shared models.
Additional agents focused on fraud operations and relationship pricing workflows are in development and expected to launch later this year.
Joyce Moed can be reached at joyce.moed@arc-network.com.
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