Deliver an exceptional member experience

Your members trust your credit union with their financial well-being, and just one negative interaction can damage that trust. As frontline representatives of your credit union, your agents must be able to assist your members confidently. Creovai Agent Workflow brings everything agents need into a single interface, improving first-contact resolution and handling times.
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• Keep agents on track with dynamic next-best-action workflows that follow the conversation.
• Bring relevant data and information into a single desktop view so agents can stay focused on the member.
• Enable managers to easily adapt workflows without relying on IT support.

Members often call your contact center when dealing with complex or emotional issues, such as a suspected fraudulent charge or a lost credit card. Creovai Agent Assist is an AI assistant that helps agents resolve the most challenging issues—while reducing after-call work so they can dedicate more time to the interactions that require extra care.
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• Ensure agents follow best practices and stay compliant with intent-based checklists and alerts.
• Deliver real-time coaching prompts to help agents provide the best possible service to your members.
• Automatically generate call summaries to reduce wrap-up time and increase agent availability.

Turn your contact center into a competitive advantage for your credit union. Use Creovai Conversation Intelligence to listen to your members at scale, spot trends in feedback and churn risk, and make measurable improvements to your overall member experience.
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• Uncover conversation insights to improve self-service channels, reduce repeat contacts, assist members more efficiently, and lower operational costs.
• Boost new member growth and improve sales by identifying the behaviors and phrases your most successful agents use to add services and close loans.
• Reduce churn by identifying at-risk members—and capture feedback to increase member satisfaction.

Ensure your members receive consistently high-quality service no matter who they speak to. Identify your top opportunities to improve agent and team performance with Creovai QA Automation. Use these insights to adapt your real-time agent workflows and deliver data-backed training that helps your agents grow.
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• Get automated QA scores for 100% of your member interactions to get a holistic view of agent performance.
• Reduce manual QA time by up to 80%--giving your supervisors or QA analysts more time to focus on coaching.
• Close the loop by bringing agent evaluations, sample interactions, goal tracking, and coaching session notes into the Creovai Agent Coaching Hub.