FirstLight Federal Credit Union took the responsibility of solving member experience issues seriously. This year, FirstLight launched Posh’s Web Concierge and most recently, Voice 360 & Banking Teller, naming her Luna. Luna is now the first line of defense for FirstLight, answering all questions on their website and calls coming into the institution.
Prior to launching the suite of solutions, FirstLight members experienced:
The FirstLight team, wanting to provide a better experience, explored a number of avenues to solve their member service challenges.
Ultimately, FirstLight chose Posh as their trusted Conversational AI partner.
“When the credit union was looking for an AI solution, Posh was a no-brainer,” said Andy Atkinson, Vice President, E-Services at FirstLight. “They have been an awesome partner to work with. With our implementation of Luna Voice, we wanted to make members feel comfortable speaking with her and making Luna as ‘human’ as possible.”
Posh’s approach to partnership is thorough. We establish potential, and understanding of the client’s vision, scope the partnership blueprint, establish ROI for Posh products, and ensure the feasibility of a technology fit.
Once a partner, Posh’s Client Success team takes you from sales to project management, to go live and is a strategic partner you can count on. Posh’s Client Success team offers guidance and stability for the lifetime of the partnership.
The Client Success team and FirstLight worked together to ensure a smooth deployment that met brand standards.
Luna has assisted in changing the landscape for FirstLight. Now, when members call or visit the website they’re greeted by Luna. She provides:
Since deploying Luna, she has managed:
Total Chats: 9,925
(Feb 14 – Aug 22, 2022)
Total Calls: 37,238
Containment Rate: 40%
Avg Chat Duration: 54 seconds
(Jul 26 – Aug 22, 2022)
On average, FirstLight’s contact center was receiving 30,000 calls per month.
“We’ll be working with Posh to assist with call logs and have collaboration calls set up,” Atkinson said. “We know that the [containment] will rise.”
Luna’s performance will improve over time as Posh collects data, which will help fine-tune the bot’s performance and capabilities.
Posh is focused on improving the bot's performance as more data is collected from Luna’s interactions. The goal is to get to a point where value is added to 100% of members' interactions. This includes intelligent routing to help agents streamline a resolution.
In preparation for Luna to go live as a member-facing entity, the team at FirstLight dove into creating a persona, and educating everyone that would be managing or using Luna as a service.
FirstLight used these guideposts and came up with Luna.
“From the beginning, we wanted to play off the fact that she is AI. When people think of [AI] they think of robots. We wanted to play off it but she does have a personality and voice,” said Valerie Marin, FirstLight Marketing & Digital Engagement Manager. “We really integrated her, not just into our brand, but also our employees.”
Employee adoption was critical for FirstLight. They created the Luna Roadshow to ensure employees bought into it and understood what the goals were for Luna.
“We basically had a party at all of our branches,” Marin said. They provided tee shirts, cupcakes, stickers, and educational one-sheets. The employees used Luna so they can apply what they learned to teach members.
“We wanted to make it known that it was an institution-wide decision, everyone had to be involved from the leadership down. It took everybody,” Marin said. “You can meet Luna on our website, she is a true member of our team.”