Tech CU Taps IntelliResponse to Strengthen Online Member Engagement Using Virtual Agent Technology

TORONTO, Oct. 7, 2014 /PRNewswire/ -- IntelliResponse, provider of the most widely deployed enterprise virtual agent technology, today announced Tech CU (Technology Credit Union) has implemented IntelliResponse Virtual Agent technology on their website to provide innovative self-service options and online 24/7 customer support. Tech CU is among leading credit unions in the United States to add IntelliResponse virtual agents to their service options.

Tech CU, which is committed to providing exceptional service to its 70,000+ members in the greater San Francisco Bay Area, recognized that 40 percent of customer service calls could potentially be answered using information available on the website. With IntelliResponse's virtual agent platform, members instantly receive answers to their questions, saving them time and alleviating the need for a phone call to a customer service rep.

"Frustration sets in when individuals can't find the answers to their questions on their channel of choice, forcing them to navigate to more time-consuming channels," said David Lloyd, CEO of IntelliResponse. "As more consumers turn to digital channels, it's more important than ever for credit unions to deliver self-service options that members can access when and where they want."

As part of the deployment, Tech CU leveraged IntelliResponse Search+ technology, effectively fusing IntelliResponse's patented intent recognition and answer-matching technology with Tech CU's existing site search capabilities. Members simply ask their natural language questions on the website and are presented with a single, accurate answer followed by a list of search results – reducing customer effort and improving Tech CU's understanding of its members' needs.

"Consumers today expect to get what they need (in this case, answers to their questions) in the moment and at their discretion," said Jeannie Sugaoka, SVP of Support Services for Tech CU. "The IntelliResponse technology makes it possible for us to meet that expectation while also providing powerful insight into our members' concerns, which we can use to enhance services and improve their experience."

Tech CU will roll out additional IntelliResponse technologies for the credit union's mobile channels in the near future.

About IntelliResponse
IntelliResponse provides digital self-service technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world.

Our patented Virtual Agent solutions transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms. Using IntelliResponse, consumers can ask questions using natural language and get instant, accurate answers as well as targeted offers that lead them down the purchase path and improve conversion. What's more, key voice of the customer insights are captured in natural language, allowing companies to build highly detailed customer profiles over time.

IntelliResponse is the gold standard in first line customer experience, offer management and customer intelligence. Some of the world's most recognized corporate brands and public institutions trust their customer experience management needs to IntelliResponse – including CIBC Bank, Arvest Bank, Blue Cross and Blue Shield of Kansas City, Optus, Copa Airlines, Penn State University, and Yale University.

For more information about IntelliResponse, visit www.intelliresponse.com

About Technology Credit Union
Founded in 1960 by the employees of Fairchild Camera and Instrument Semiconductor Division, Tech CU has served the high tech workforce in Silicon Valley for more than 50 years and today has more than 70,000 individual, non-profit and business members and over $1.8 billion in assets. The financial institution is recognized as one of the best managed and strongest in the country, as indicated by Tech CU's 5-star rating from Bauer Financial, the nation's largest independent rating service for banks and credit unions. Tech CU's members have access to 65,000+ surcharge-free ATMs nationwide, online and mobile banking, 10 full-service branches throughout the Bay Area, and comprehensive mortgage, wealth management and commercial banking services.

For more information about Technology Credit Union, visit www.techcu.com

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SOURCE IntelliResponse