Community Chair

 8933385885?profile=RESIZE_710x

The digital age is enabling value like never before. Credit Unions are utilizing technological resources to help with their daily operations and improve productivity.

In this article, we discuss and share some relevant best practices on increasing automation to reduce costs, increase revenue and improve revenue and member satisfaction. These insights on “Automate and Elevate” were shared by Dr. David Tuyo, President, University Credit Union, at the 6th Annual CULytics Summit.

Strategic Priorities of University Credit Union - Before the automation initiatives, University Credit Union had the following objectives -

  1. To Invest in Employees
  2. To Simplify Products and Services
  3. To Increase Speed and Quality
  4. To Enhance Accessibility to/for the Member

Here is how the Credit Union has moved towards achieving its objectives.

1.ROYCE - Chatbot and Digital Assistant

The problem statement which pushed the initiatives  was as follows - “How can University Credit Union leverage technology to exponentially scale to surpass growth rates of assets, loans, and revenue from larger financial institutions?”

The solution was to develop a cognitive agent, and hence, they introduced Royce- Digital Assistant from UCU, which is now integrated throughout the member experience and all touchpoints.

2. Know your numbers, know your business 

The Credit Union developed a 20 mile March Principle, the essentials of which were as follows -

  • Keep a steady pace
  • Focus on consistent, long term performance
  • Have concrete, clear, intelligent, rigorously pursued, performance mechanisms.

3. Due diligence - Through due diligence, UCU attempted to discover and answer whether they would want to buy or build a solution, narrowed the market quickly, and chose a solution provider whose scalability was wide and deep.

4. Understand the process and built greater levels of intelligence - UCU took time to understand the reaction of members and interaction with Royce and built on it. 

5. Metamorphosis of Artificial Intelligence at University Credit Union

University Credit Union built artificial intelligence function with Royce, and it got smarter with time. This happened over a series of phases.

Phase 1: Information and Product Discovery Experiences

Phase 2: Product Application using assisted forms and conversational forms

Phase 3: Transactional Experiences

Phase 4: Call Center Automation

Phase 5: Intelligent Banking Experiences

On-going learning maintenance

Eventually, Royce Interactions and UCU Live video banking increased, whereas calls to call centers decreased. There has been a sustainable spike in digital and mobile banking as well.

6. Transforming the Technology Stack - UCU had to rethink the entire technology stack. They had to do core assessment, digital services assessment, and look at API Functionality, mobile and digital banking, API Access to other services and reduce initial transactional set because of risk. With a better understanding of member behavior, the transaction sets were eventually increased.

7. Employee Education Program and initiatives - The employees at UCU went through education and knowledge-based promotions for roles and responsibilities like:

  • Career Pathing/Laddering
  • Member Service Specialist
  • Member Success Coach
  • Member Wellness Coach
  • Financial Advisor.

There are also certifications available like :

  • Certificate in Accounting
  • Internal Audit Certificate
  • NAFCU Compliance Certification
  • NAFCU Risk Management Certification.

Through this, employees became capable of addressing member’s questions professionally and intelligently.

CONCLUSION

As we can learn from UCU’s transformation, Never stop learning, and become a student of your profession. The switch to intelligent automation is no less than metamorphosis, and you become efficient only with time, and as you stay consistent. 

E-mail me when people leave their comments –

You need to be a member of CULytics Community to add comments!

Join CULytics Community

 

advantedge
altair
ibi
arka
trellance
coopfs
dfa
wherescape
alkami
prismacampaigns
marquis
aiq
totex
cnet

Related Post

 

Ad Unit Settings





Ad Url Settings

 

api-lead-approach
the-amazon-lending-experience
executing-advanced-analytics-do-s-and-don-t
lending-transformation-old-vs-new
data-journey-building-strong-analytical-practices
4-step-iterative-process-building-a-relevant-analytics-practice
significant-measures-towards-new-normal
building-a-strong-analytics-practice-recipe-for-success
data-warehouse-evaluation-and-implementation
explainable-ai-trust-and-transparency
forecasting
top-50-members-using-transactional-website-jun-2020
top-50-cus-with-highest-and-lowest-efficiency-june-2020
importance-of-financial-risk-management
secret-sauce-for-long-term-sustainable-business-intelligence-succ
top-pfm-technologies
secret-sauce-for-long-term-sustainable-business-intelligence-succ
top-pfm-technologies
data-warehouse-and-bi-technologies-opportunities-challenges
top-chatbot-technologies
keys-to-building-an-effective-branch-or-atm-network
top-50-credit-unions-with-highest-and-lowest-accounts-per-member
lowest-and-highest-net-income-per-branch
marketing-holy-grail
top-50-most-and-least-delinquent-credit-unions
modern-marketing-technologies
incremental-low-cost-data-driven-wins
power-of-storytelling
the-cost-of-not-investing-in-data-governance
questions-you-should-ask-before-investing-in-data-warehouse
learnings-from-new-data-based-on-auto-loan-pricing
5-questions-you-need-to-ask-before-investing-in-data-governance
digital-marketing-maturity-models-for-credit-unions
marketing-expense-per-member
top-2-reasons-that-are-holding-credit-unions-back-when-they-are-i
using-data-analytics-to-manage-lending-complexity-while-driving-h
5-reasons-your-credit-union-should-invest-in-data-and-digital-now
top-50-most-and-least-efficient-credit-unions
retail-financial-services-outlook-during-covid-19
use-of-operational-analytics-to-mitigate-the-impact-of-covid-19
top-50-credit-unions-based-on-asset-size
cu-peer-comparison-dashboard
cu-peer-benchmark
all-about-machine-learning-engineering
top-web-design-trends
most-important-social-media-marketing-trends
state-of-digital-marketing-maturing-in-credit-unions
top-kpis-for-email-marketing
data-cloud-and-the-digital-transformation-imperative
digital-trinity-and-you
phases-of-financial-industry
analytics-roundtable-workshop
invitation-to-join-digital-transformation-hub
analytics-in-the-credit-union-business
value-of-member-centricity-and-analytics-in-the-growth-of-cus
all-about-membership-analytics
top-fraud-management-technologies
getting-started-with-your-data-analytics-journey
explore-vizualization-for-credit-unions
investment-in-website-personalization-technologies
data-analytics-supporting-cu-s-first-member-philosophy
loyalty-rewards-and-retention-technologies
member-experience-analytics
channel-analytics-and-its-importance
project-portfolio-management-technologies
investment-in-self-service-data-preparation-technologies
self-service-data-preparation-technologies
new-frontier-in-customer-experience-management
role-of-marketing-analytics-in-credit-unions
important-aspects-of-consumer-lending-analytics
kpis-on-website-analytics
journey-towards-bank-less-banking
investment-in-crm-technologies
top-omni-channel-vendors
conversational-banking-solutions
/top-kpis-for-chief-information-officer
mistakes-to-avoid-when-implementing-a-omnichannel-member
top-things-to-consider-when-building-dashboards
making-digital-marketing-more-agile-through-tag-managers
cecl-solution-providers
mistakes-to-avoid-while-implementing-marketing-automation
p2p-payment-integrated-solutions
kpis-for-social-media-tracking
kpis-for-human-resources-management
investment-in-fintechs-should-or-should-not
top-kpis-for-online-banking
investment-in-marketing-automation-technologies
investment-in-e-signature-technologies-should-or-should-not
tips-and-tricks-to-a-successful-bi-program
kpis-for-credit-card-business
kpis-for-digital-marketing
kpis-for-consumer-lending
hot-topics-for-credit-union-data-leaders
kpis-for-debt-collections
kpis-for-finance
website-personalization-tools
data-integration-technologies
robotic-process-automation-tools
why-data-analytics-initiatives-fail
electronic-signature-softwares
data-governance-tools-for-credit-unions
digital-and-mobile-banking-technologies
report-inconsistencies-are-frustrating
is-your-culture-ready-for-data-analytics
three-big-data-myths
turning-transaction-data-into-a-goldmine-a-becu-case-study
call-for-presentation-for-2019-credit-union-analytics-summit-is-n
top-10-keys-to-successful-data-analytics-practice
credit-union-chooses-accountscore-for-open-banking-transaction-da
how-much-do-you-spend-to-serve-a-customer
marketing-automation-technologies-for-credit-union
alexa-ask-first-abilene-fcu-for-my-balance
dataweb-content-management-technologies-for-credit-unions
efficiency-ratio
web-analytics-technologies
data-warehousing-software-for-banks
customer-experience-software
the-best-kept-secret-for-credit-union-data-analytics
mark-sievewright-on-technology-trends
naveen-jain-on-credit-union-analytics-summit-2018
why-analytics-doesn-t-make-a-difference-by-gary-angel
cuas2018-harnessing-the-right-data
build-a-financial-phone-assistant-for-your-credit-union-in-3-step
2018-culytics-analytics-challenge-winner
update-from-naveen
error-resolution
benefits-of-conversational-apps
who-are-your-most-valuable-members-part-1
how-alexa-can-help-your-credit-union
top-10-kpis-for-measuring-retail-channel-performance
how-much-is-too-much-personalization
top-10-kpis-for-measuring-contact-center-efficiency
pressure-on-margins-for-auto-loans-indirect-auto-loans-declining
best-business-intelligence-technologies-for-credit-unions
establishing-a-thriving-data-analytics-practice-is-a-journey
educational-presentations-from-the-2017-axfi-conference
modelling-alternatives-for-cecl-a-deep-future-analytics-study
data-analytics-use-cases-for-credit-unions-infographic
data-analytics-opportunities-in-credit-union-business
loan-application-analytics-with-cufx
machine-learning-delivers-great-consumer-experiences
deep-insights-of-credit-union-members-data-with-machine-learning
web-analytics-reporting-tips-for-credit-unions
big-data-strategy-roadmap-our-data-journey
webinar-framework-for-member-focused-decision-making
too-many-regulations-hurt-credit-union-members
digital-marketing-automation-solutions
online-banking-boom
transformation-transactions-to-relationships
top-dispute-management-technologies
2020-retail-trends
future-of-artificial-intelligence
2020-culytics-summit-attendee-dashboard
repositioning-the-role-of-marketing
marketing-automation-a-step-towards-marketing-transformation
strategic-agility
using-data-to-navigate-through-the-new-normal
digital-transformation-bcu
highest-and-lowest-new-loan-balances-per-branch-as-of-jun-2020
-new-members-ratio-as-of-june-2020
cus-with-highest-and-lowest-loan-grants-per-member-june-2020
self-service-data-preparation-technologies
highest-and-lowest-marketing-expense-per-member-june-2020
the-amazon-lending-experience
api-lead-approach
4-step-iterative-process-building-a-relevant-analytics-practice
data-journey-building-strong-analytical-practices
post-election-the-cu-outlook
most-and-least-delinquent-credit-unions-sept-2020
leveraging-ach-data-to-produce-real-outcomes
member-engagement-scores-benefits
member-engagement-key-to-serve-the-best
story-of-james-an-intelligence-transformation
executive-kpis-the-pulse-of-the-organization
untangling-member-journey
onboarding-strategy-to-deliver-success
the-importance-of-digital-technologies
top-interactive-financial-calculators
using-artificial-intelligence-to-improve-your-productivity
organizational-transformation-to-drive-growth
multi-year-journey-through-data-transformation
top-50-cus-with-the-highest-and-lowest-member-per-branch
digital-transformation-lessons-through-the-eyes-of-a-ceo
organizational-readiness-for-digital-transformation
ruthless-prioritization-to-do-more-to-learn-more-and-to-earn-more
performance-measures-for-digital-services
analytical-maturity-journey-towards-growth
less-is-more-the-necessity-of-focus-for-strategic-success
solving-the-crm-mrm-puzzle
insights-driven-messaging-member-and-product-onboarding
performance-measures-for-marketing
data-insights-that-drive-member-product-innovation