As more and more banking operations go digital, it’s easy to get caught up in the convenience and forget about the human aspect of doing business. And that human aspect, the connection to community and customer, is what sets credit unions apart from other financial institutions. And that’s why creating human interfaces is so important in this age of digital transformation.
Let’s take a look at what a human interface is and the benefits of having this software in your credit union arsenal.
What is a Human Interface?
“Human interface” is a term you have probably not heard as often as “bots” or “intelligent virtual assistants.” But human interfaces mean that these advanced and emerging technologies are learning to look and talk the way real people naturally look and talk. Here’s a quick video that explains the evolution and importance of human interfaces.
Benefits of a Human Interface
While this technology may seem overwhelming at first, there are many benefits to creating technology that better understands and interacts with humans. It means your credit union can more fully serve its customers, even from the comfort of their own home. Here are some of the top benefits of human interfaces.
Anticipate Customer Needs, Based on Common Search Terms and Collected Data
You may be surprised to find out very few credit union and bank customers use bots and virtual assistants for digital support. Technologies have been enhanced in recent years to become more intuitive and user-friendly. These enhancements mean navigating and using your credit union’s website or app is easy for most of your members.
With these improvements, bots and virtual assistants are now using the data they collect on member usage. This can show you exactly what areas customers need assistance with and allow you and your credit union to cater to those needs. You can also use the data to provide more targeted training to your employees based on customer search trends.
Conversational Use is More Effective
Did you know over 30% of the time, “people say ‘hello’ or some other personal greeting when they start interacting with a bot?” Human interface bots seem more human, so customers treat them that way.
The recreation of that “personal touch” human interfaces can replicate means credit union members feel more comfortable using the service, and they continue to reach out via digital assistant to perform many standard or low-level banking functions. This allows your employees more time to handle more difficult or intricate tasks.
The conversational experience in human interface technologies can also help enhance the user experience. It is easier for people to use a computer if they can talk to it. Think about how much easier it is to learn a new app or feature on your phone or smart device when someone is explaining it to you, versus trying to follow written instructions for use.
Human interface solutions are a 24/7 support staff for your credit union. After business hours or during peak customer traffic, your virtual assistant is always “on” and ready to assist, even if your employees are all already assisting customers.
In the same way that online banking is usually very safe, banking operations being run through a bot or virtual assistant that has a human interface and multi-factor authentication also bolster cybersecurity.
Pandemic Health and Safety
Of course, one of the biggest reasons digital solutions like the human interface are getting so much attention this year is because of the COVID-19 pandemic.
Human interface, bots, and virtual assistants fill a very specific void your credit union members are experiencing right now: the need for touchless interfaces and the desire for human-centric service that still “maintains efficiency, security, privacy, and choice,” according to this Forbes article.
Take Your CU Tech to the Next Level
Digital solutions are the best way to differentiate your credit union from the rest and serve your customers using the most up-to-date technology.
From eStatements and eNotices to Web Loan Applications, Online Account Opening, and Trial Balance+, IMS Integration can help you serve your customers better with our elegant, member-facing solutions.
Questions? Contact us today!