Introducing financial institutions of all sizes to the customer experience of the future
TULSA, OK, May 16, 2023 (GLOBE NEWSWIRE) — via NewMediaWire — Artificial intelligence (AI)-powered customer experience (CX) technology is finally ready for prime-time in financial services. ENACOMM – a FinTech provider with recognized expertise in intelligent self-service, big data and financial fraud prevention – today introduced the financial industry to Emerie, the most advanced AI-powered Intelligent Virtual Assistant (IVA) available for banking. Emery’s AI technology learns and gets to know users by continuously analyzing performance metrics and integrating new information, delivering an improved user experience with every customer interaction.
“We are nothing short of thrilled to bring Emerie to life,” said ENACOMM CEO Michael Boukadakis. “For decades I have been focused on the financial services industry and in the trenches with brilliant developers designing intelligent self-service solutions that meet the real needs of banks, credit unions, FinTechs and their customers and members. An intelligent virtual assistant like Emerie has long been in the would-be-nice category, due to technological and security limitations – but our team has removed the industry-specific hurdles and Emerie is poised to change the self-service game for banks, credit unions and FinTechs , both big and small.”
Banks and credit unions face CX challenges that must be overcome, including:
- Financial institutions’ websites are difficult to navigate
- Agents only available during business hours
- Ongoing feedback from customers/members difficult to collect
- Agents wasting time on easily resolved customer/member issues
Emerie takes customer experience and self-service in financial services to the next level by:
- Makes it quick and convenient to find answers to questions such as “What is the bank’s routing number?” or “What are the bank’s branches and opening hours?”
- Always available, 24/7
- Cultivating an AI learning loop so that IVA gets smarter over time as the collection of data grows
- Free up customer service agents to focus on complex and meaningful customer/member interactions by automating simple requests
“Customer experience is a key differentiator among financial institutions,” commented Boukadakis. “Consumer expectations continue to rise amid today’s accelerated digital transformation, but Emerie is catapulting FIs ahead of the competition.”
With Emerie, banks, credit unions and FinTechs can brand and customize the customer experience to stand out and adapt as needs change. All of ENACOMM’s CX technologies can be integrated with any contact center solution to deliver seamless user experiences, and can be used across multiple interaction channels, including web chat, mobile, phone and SMS.
ENACOMM captures behavioral, transactional and preference data to deliver personalized experiences, and Emerie uses this data to solve problems that financial institutions face every day. In the role of virtual receptionist, Emerie answers users’ basic questions and directs them to the right place. Emerie also acts as a virtual teller, knowing and understanding customers and members, and is always on call to provide account and transaction information.
Emerie Virtual Receptionist:
- Custom chat window on financial institution website
- Custom voice to answer customer/member calls
- Custom responses tailored to each channel
- 50+ topics understood
- Several languages are offered
Emerie Virtual Counter:
- Authenticates callers
- Retrieve account balance
- Lists and searches for transactions
- Making payments
- Transfers funds
- Handles cards
- Helps with upselling and cross-selling by recommending products and services
IBM estimates that conversational AI could handle 80 percent of the requests currently handled by service representatives and reduce customer service costs by 30 percent.
Boukadakis added: “This is huge. Emerie is the IVA the financial industry has been waiting for – and ENACOMM is eager to usher in the future.”
Read Boukadaki’s latest expert article for The financial brand“Fintech providers must stop giving small institutions short shrift on AI technology”:
To learn more about ENACOMM and Emerie, visit www.enacomm.net.
ENACOMM created Emerie, the most advanced available Intelligent Virtual Assistant (IVA) for financial services in the industry. ENACOMM is a provider of FinTech solutions powered by artificial intelligence that modernizes the user experience for bank customers and credit union members and transforms operations through the strategic use of data. ENACOMM provides financial institutions of all sizes with platform solutions to improve customer experience (CX), fight financial fraud and increase operational efficiency. Using web, mobile, SMS texts, email, voice, chatbots and other communication technology channels, ENACOMM leverages artificial intelligence, big data, biometrics and more to help banks and credit unions provide customers and members with a best-in- class, omnichannel self-service experience that is modern, secure and user-friendly. The company’s customer base ranges from credit unions and community banks to the largest financial institutions in the United States. By offering financial institutions intelligent interactions and user authentication technologies as hosted services or on-demand through the “cloud”, ENACOMM was named a “Top 10 Retail Banking Solution Provider” by Outlook for bank director Blade. ENACOMM processes more than 1,000,000 customer interactions and automated data transactions every day.
For more information, visit www.enacomm.net and follow ENACOMM on Twitter (@ENACOMM) and LinkedIn.