SCU launches AI service for customer queries
SCU (formerly Sydney Credit Union) has partnered with Australian fintech firm Epictenet to implement an artificial intelligence (AI) powered platform for customer queries.
The new platform, called “Let’s Chat” (in its initial phase), is programmed to respond to general queries related to home loans, personal loans, credit cards and insurance products.
At a later phase, the full implementation of Let’s Chat will allow SCU to process an “entire” home loan application within the platform, from enquiry through to the application submission.
According to SCU, Let’s Chat has a conversational manner that “matches the tone and voice” (it doesn’t explain what this is, but let’s assume it’s professional) of SCU and adopts machine learning technologies to answer an array of queries.
SCU adds: “Most importantly, Let’s Chat is developed with the intelligence to prompt customer service staff when a human touch is required.”
SCU has been around for almost 55 years, has more than 49,000 customers and $865 million funds under management.
Epictenet is based in Sydney and was established in 2011. It was founded by Ritesh and Sonali Srivastava. Ritesh’s previous experience includes stints at Oracle and Temenos.