One Nevada Credit Union prides itself on being a technology-focused credit union because “we understand that the best technology enables us to deliver the best service to our members,” said Jesse Shearin, Vice President of Information Technology at One Nevada Credit Union.
With technology leading the way, One Nevada saw a pathway to upgrading its capabilities for the member experience.
Updating and Upgrading
More than 20 years ago One Nevada implemented touch tone IVR for phone banking. When the topic came up to upgrade the technology after a core conversion to Symitar, the One Nevada team broached an IVR update. Especially since the legacy voice system no longer aligned with its mission.
The team knew there was anxiety about members who were using the old IVR system, which was still averaging a thousand calls a day. Ultimately they pushed forward with Conversational AI to make a significant difference on behalf of members.
The decision was made to replace the old IVR with Posh.
“We needed a company whose culture and vision of member service matched ours,” Shearin said. “We chose Posh because their company and product solved every challenge we had with our old system.”
The project was an organization-wide effort. One Nevada was determined to make sure it wasn’t siloed to only certain parts of its organization to maximize success.
The project was collaborative, and the Contact Center, Marketing, and Mortgage departments were involved. Tasks were assigned, such as content reviews and testing efforts to external departments.
“Looking back, I can say that one of the most important keys to our success was naming the bot and having all our employees participate in the naming process,” Shearin said. “I’m very proud of what we ended up with.”
The name is something both members and employees resonated with. They wanted a name that was Nevadan. The Sagebrush is Nevada’s state flower and the bot would be very wise.
Nevada + Wisdom = Sage
With Sage at the frontline of One Nevada, answering questions expeditiously (and wisely), members saw a shift in service.
Previously, the old IVR didn’t answer questions, it routed callers to humans who had to answer those questions even if they were basic.
“This isn’t the finish line. We are still meeting with Posh on a regular basis to add new features and improve the bot,” Shearin said. “The bot really has evolved a lot since we launched and we expect that to continue.”