Eltropy’s AI Platform Gets Smarter as Contact Center Demand Surges

Eltropy, the leading digital conversations platform for community financial institutions (CFIs), announced the latest upgrade of its Intelligent Virtual Agent (IVA) product designed for Contact Centers. Eltropy’s artificial intelligence (AI) platform automation enables credit unions and community bank contact centers to manage higher call volumes by routing and resolving the easiest calls through AI and transferring more complex questions to humans. With Eltropy IVA, Contact Center AI goes beyond the basic FAQs by assisting members with a wide variety of their banking tasks including account management, money transfers, card activation, loan processing, and bill payments.

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Once just a pipe dream and with many false starts, artificial intelligence within the Contact Center tech stack is finally practical, and just in time as it helps solve the industry’s current staffing and labor shortage conundrum. Part of its all-new Digital Conversations Platform, Eltropy’s updated AI platform for Contact Centers works 24/7 without any breaks, seamlessly handling both routine and more complex calls that previously required human intervention.

With the ability to escalate calls that require agent interaction – such as commercial and personal loan questions, notary services, mortgage-related issues, and insurance and investment queries to human call agents – Eltropy AI platform for Contact Centers replaces the traditional interactive voice response (IVR) system with a more conversational and interactive “voice concierge.” This eliminates the frustrating member experience of navigating a confusing phone tree, which in turn reduces the number of calls that require a live agent, which consequently improves average handle time (AHT) and improves net promoter scores (NPS).

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Eltropy’s AI platform for Contact Centers is built on an end-to-end, domain-specific, omnichannel AI stack. It uses proprietary banking-domain-tuned, automated speed recognition (ASR), intent detection, moderation, and compliance. Part of Eltropy’s Digital Conversations Platform – which includes anytime, anywhere Texting, Video banking, Secure Chat, co-browsing, screen sharing, and chatbot technology – Eltropy IVA and other AI services are seamlessly integrated into the Eltropy platform.

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