Service 1st Federal Credit Union: Generating Revenue, Reinvesting in People
With the help of voice AI, Service 1st turned its contact center into a source of loan growth while strengthening the member and agent experience.
Key Takeaways
- ✓ The digital team uses Live Observation to identify when loan applicants are stuck at potential drop-off points, like uploading proof of income
- ✓ Agents can then jump in, using collaborative tools like CoBrowsing
- ✓ or video chat to guide applicants forward and prevent abandonment
- ✓ Loan specialists immediately reach out when members schedule a loan appointment, proactively building momentum toward conversion rather than waiting
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