Industry
Financial Services
Challenge
Their main focus was to provide personalized financial services to their members in a private, confidential way. Their certified financial coaches needed the freedom to meet one-on-one with members to help them develop a plan to achieve their financial goals, and a process to manage their money. Yet the branch still needed to offer the conveniences of day-to-day banking services and answer questions in multiple languages, catering to their diverse clientele. And what about additional branches that provide these exact services? Could we scale the solution for them? No problem! This is where PRSONAS™ shines.
Results
Meet Olivia! The PRSONAS™ digital avatar started working at the Lowell branch and her team has since expanded to their Hudson and Worcester branches. Olivia does it all while maintaining that human connection that Workers Credit Union prides itself on. We weren't the only ones applauding their use of technology and innovative ideas. They won the 2021 Diamond Award for Innovation in financial education by the Credit Union National Association!
Key Product
AI Avatar Concierge
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About Workers Credit Union
Workers Credit Union was formed by John Suominen to serve his fellow immigrants from Finland in 1914. The first branch was located in Fitchberg, Massachusetts. Workers Credit Union (WCU) continued to merge with multiple other credit unions andnow has branches all over the state. Among those branches are the newest locations in Lowell, Hudson, and Worcester. These Workers ‘PlanIt’ locations provide one-on-one financial coaching to some of their 110,000 members.
The Solution
Our team knew that a PRSONAS™ solution could handle all these tasks. First up, greet the person that walks up and allow them to:
- Check in for their appointment
- Make an appointment
- Select their preferred language
- Watch a video
- Learn more about services
- Even a chance to win a prize
Next, we tackled the challenge of notifying staff when members arrived for their appointments and making it simple to schedule new ones. The WCU team initially worried they’d need to invest in additional resources to make this work, but we knew we could seamlessly integrate with their existing workforce management system, Kronos—and we did. Our goal is always to have our PRSONAS™ units work with your team, not around it./PRSONAS%20at%20WCU.jpg?width=480&height=211&name=PRSONAS%20at%20WCU.jpg)
And last but certainly not least, we were able to support WCU’s diverse membership because PRSONAS™ are capable of speaking hundreds of languages. For this deployment, WCU selected English, Spanish, Vietnamese, Portuguese, Portuguese-Brazil, and American Sign Language to ensure every member could get the help they needed in the language they prefer. Our team then trained their PRSONAS™ digital workforce to deliver consistent, compliant conversations across all six.
Another major advantage of a PRSONAS™ unit is its ability to scale. Once a unit is configured with the right content, integrations, and languages, we can rapidly replicate that experience across locations. For Workers Credit Union, we started with a single deployment, then quickly created three additional units—and we’re now preparing to roll out twelve more units across their branch network.
PRSONAS™ Empowers Staff and Members with Convenience and Privacy in Their Financial Journey!