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Unparalleled Speed to Market: Creating a Custom Covid-19 Communication Solution for BCU

By Lindsay Lelivelt 06.04.20

BCU is a full-service, not-for-profit, $4B+ financial institution providing SEG and community banking to over 260,000 members across the United States and Puerto Rico. As a credit union, BCU has set new standards in bringing together technology and member service in the ever-evolving world of financial services.

As the Coronavirus pandemic came to a head, BCU was scaling up to support an increased demand for member information regarding support services and available financial relief. With a 20% increase in volume to the Credit Union’s Contact Center, BCU needed a solution they could deploy quickly.

BCU reached out to Silverline, who had previously partnered with the Credit Union to complete its successful Salesforce implementation in 2019.

Scaling a flexible solution, fast

Silverline created customized functionality to help meet the increased service need and provide support for the BCU team, implementing the following solution in just two weeks:

Featured Knowledge Articles to support Covid-19 FAQs

Covid-19-specific Knowledge articles were created and available to search directly from the community page, or within the chatbot itself. Additional Knowledge articles, non-Covid-19 related, were eventually exposed through the community and chatbot to extend search ability to all Knowledge articles.  

Chatbot

Silverline crafted a Covid-19 chatbot, which leveraged Einstein chatbot technology. This bot was designed to walk users through a specific menu in order to answer their Covid-related questions. The BCU team collaborated with the build, providing brand assets and written content.

SCreenshot of BCU Covid-19 chatbot

The Einstein-powered chatbot functions intuitively, guiding users to the answers they need:

  • Chat session is initiated by a scripted Einstein Chatbot allowing visitors to select from a list of categories and topics that then provides brief answers and suggests Knowledge content
  • If the visitor’s need isn’t fulfilled, they are asked if they’d like to search Knowledge
  • If the visitor’s need still isn’t fulfilled by a Knowledge search, they are presented with the option to chat with a member service representative or submit a callback request, which results in a simple service case being created and assigned

Rapid results in a new reality

“Silverline has been our partner for a while and their capable, nimble approach to this time-sensitive ask was paramount,” said John Sahagian, BCU’s Chief Data Officer. “Within 30 days of having the functionality in place, we fielded over 3,000 chats and saw about 15% of those flow through to a live agent.” Daily average chat totals continue to climb and BCU receives an average of over 200 chats per day.

With the new FAQs in place, roughly 4 out of every 5 chatbot queries are solved with the new self-serve solution. The chatbot functionality has allowed BCU to serve more member needs faster, providing the equivalent support of three additional full-time employees.

BCU is now poised to add other technology and capabilities to the chatbot functionality as future needs evolve.

Interested in improving your response efforts for times of emergency? We can help implement the right solution for your needs. Reach out.

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