RICHLAND, Wash.–The $3.6-billion Gesa Credit Union has launched what it is calling an industry-first AI-powered Amazon-like search experience for its members. The credit union said it made the move following a merger that resulted in its portfolio of products and services more than doubling.
According to CIO Raj Bandaru, the credit union chose a digital assistant solution from interface that helped it to meet the challenge but to also “leapfrog the current member experience from digital to AI-first.”
“Uni, the new digital assistant, has enabled us to offer an Amazon-like search experience to our members and prospects,” said Bandaru. “Uni immediately increases the discoverability and adoption of our offerings while ensuring that our members get a rich, and personalized experience.”
According to interface, In the initial phase Uni is helping members find information on the website instantly. In the next phase, Uni will expand to transactional insights, goal-setting, reminders and also to recommend the right products and services, the company said, adding that in the future Uni will also be powering Gesa's contact center so people who call will interact with Uni over the phone.
“The collective knowledge, interface has derived from processing millions of conversations, has been made available to Gesa from Day 1,” said Srinivas Njay, the Founder & CEO of interface. “This has enabled Gesa to make Uni available to their members immediately and provide exceptional member experience from the get-go. Uni will continue to learn and improve with every interaction.”