United Federal CU taps Finn AI for conversational chat service

By Pavithra R

Michigan based United Federal Credit Union (United), a federally-insured credit union (CU) in the U.S. has announced choosing Finn AI to deliver an intelligent conversational chatbot service to its nearly 200,000 members.

Under the partnership, Finn AI will expand on the CU’s current digital service offerings, which include mobile and online banking, and LivePerson-based live chat. Finn AI will be integrated into the LivePerson based chat system, adding an automated intelligent option for members to receive instant help on routine requests.x

“Finn AI’s AI-powered chatbot will help us expand our exceptional service to our members. Our members are turning to United now, more than ever, to help navigate them through this uncertain economic climate, and the addition of AI will ensure that we can keep up with their growing needs and demands for convenient, contactless service,” said Duane Wilcoxson, Chief Information Officer at United.

The full-featured conversational AI chatbot will deliver fast, 24/7 service for routine member questions and requests, leaving live agents to handle more complex service issues. Finn AI is the leading AI chatbot built specifically for customer service in banks and credit unions.

“The pandemic has increased the need for financial services companies to provide a superior customer experience. United realizes the importance that digital and AI has in delivering on this promise. We look forward to partnering with them as they lay out the future of their customer service offering,” said Jake Tyler, CEO of Finn AI.

Founded in 2014, Finn AI is an AI-powered virtual assistant built for personal banking and finance. The firm has been working with top financial institutions including ATB Financial, Banpro Grupo Promerica, Fidor Bank, KOHO, TymeBank and more. 

Also read, 5 top-performing credit unions based on asset size.