Nuance Communications will be helping Minnesota’s Wings Financial Credit Union to complete its digital transformation. Wings is the largest credit union in the state, and will be adopting Nuance’s Intelligent Engagement platform and Gatekeeper solution to deliver better online and call center experiences for its customers.
To that end, the Nuance Intelligent Engagement platform comes with a virtual assistant that provides 24-hour contact center coverage. The platform can answer basic questions, or redirect customers to a live agent during business hours. In doing so, it offers seamless and consistent service across all phone and digital channels that a customer may try to use.
Gatekeeper, meanwhile, will keep the credit union and the customers safe during those interactions. The solution uses voice recognition to verify the identities of customers, and provides a higher level of security than knowledge-based authenticators. The technology will help prevent fraud during voice calls, and streamline sessions for customers who will no longer need to repeat any information from earlier sessions.
According to Nuance, the solutions will allow Wings to keep up with shifting customer demands. The company noted that many people now expect online service options in the wake of the pandemic.
“Our members are spending more time online and predominantly interacting with us via audio and digital channels,” said Wings Financial Retail Delivery VP Matt Vignale. “We’re confident that Nuance’s AI technology can enhance our ability to deliver the same personalized, enjoyable experiences our members are used to receiving when visiting our branches.”
“Wings Financial is part of an innovative group of organizations that recognizes the value of voice biometrics and conversational AI solutions to drive growth and delight customers,” added Nuance EVP and Enterprise Division GM Robert Weideman.
Nuance has previously provided Gatekeeper authentication for Bank Australia and the Industrial Bank of Korea. Wings, meanwhile, recently implemented Access Softek’s EasyVest solution to provide customers with automated wealth management services.
July 28, 2021 – by Eric Weiss