Representatives need training to make them superstars. But you don’t have time to sit next to every one on every member service call, coaching them through it.
What if you had a tool that could show your representatives what an exceptional representative would say in any given situation?
At Prodigal, our commitment is to improving consumer finance conversations, including the ones your customer service agents have with credit union members every day.
Our AI Intent Engine has listened to and learned from over 250 million conversations about consumer finance, so it knows what steps lead to a successful resolution.
That expertise means we can predict not just what any representative will say, but what your best representative would say, leading to the outcome you want.
We’re rolling that useful information into a new feature called Expert Tips (simple, but snappy, right?).
The first phase of Expert Tips allows any member service representative to look at a moment in a call and compare what they said with what a best representative would say.
No wondering what might work better. Just actionable insights from solid data.
So next time that representative is in a conversation with a member and that situation comes up, they’ll know exactly what to say in order to achieve the outcome they want.
Boom. Instant superhero level up.
Let’s say you’ve got a member who will not verify the last four digits of their Social Security number. Without that information, you can’t proceed.
Average representative: “I can’t disclose any more information unless I can verify that I’m talking to the right person.”
Best representative: “By law, to keep your personal information safe, I can’t share any account details until I know for certain I’m talking with the right person. Let’s try another way to verify that this is your account. Can you please share your birth date?”
Or how about this: A member is frustrated because they keep getting late notices mailed to them.
Average representative: “We’ll stop sending notices as soon as you get your loan payments up to date. Is there some reason you haven’t already paid?”
Best representative: “I understand receiving those notices can be frustrating. Let’s review your account together and go over how we can get your payments on track.”
Last one - a member needs to update their mailing address so they can receive printed statements.
Average representative: "Do you know it’s actually way faster if you just make these updates in our online portal? But, since you called, I’ll take the info. What’s your new address?”
Best representative: "I’m happy to update that for you. To get started, can you please share your new street address and ZIP code?”
Expert Tips knows exactly what to recommend to lead representatives to success because consumer finance is what we do.
We’ve seen what works and what doesn’t in these exact situations literally millions of times. We don’t try to be everything to everybody. We don’t try to be experts in software support or insurance sales or home improvement (no matter how lovely those folks are!).
Nope. We’re here for one thing. We want to use all our knowledge to improve the interactions you have with your members every day.
Expert Tips is just one of the many innovations we’re working on to make sure everyone in consumer finance has the best experience possible.
P.S. Right now we’re rolling Expert Tips out to the select customers who worked with us to build this feature. If you’re a Prodigal customer and you want to join the squad, let your Customer Success Manager know!
Not a Prodigal customer yet? There’s no better time to check out how our solutions can help you turn every agent into your best agent too.
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