PSCU Uses Automation To Streamline Call Center Interactions

Payments credit union service organization PSCU unveiled the deployment of desktop automation via its partnership with Jacada to optimize the call center experience.

The attended bot from Jacada securely and safely logs agents into hundreds of owner credit unions’ digital banking platforms, taking away multiple manual steps from agents and significantly decreasing member hold times. It is now in use across all PSCU contact centers, according to an announcement.

As chatbots have enhanced self-service experiences, the same technology is being used to help manage member interactions for call center agents. The smart agent assistant works alongside the agent to offer proactive guidance, surface relevant knowledge, invoke automation sequences and more. Agents can better focus on member interaction as the smart agent assistant puts the focus on processes and systems.

“As we continually strive to deliver the best member experience in our industry, our partnership with Jacada has enabled PSCU’s contact center agents to have more interaction with members and spend less time on manual tasks,” said Rini Fredette, senior vice president of Contact Center Services and Solutions at PSCU. “Our first deployed automation, a smart agent assistant for password management, has simplified a multi-step, highly manual process for our agents, enabling them to make calls more efficient and decrease call time. We continue to identify additional use cases and look forward to leveraging Jacada’s expertise to further improve the member experience for our owner credit unions.”

Jacada offers hybrid robotics process automation (RPA) capabilities through its Customer Service RPA platform, which supports end-to-end customer service interactions across both agent-assisted and self-service use cases. With over 30,000 bots deployed around the world, the company’s vision is to make tailored solutions for the most demanding customer service RPA use cases in the world.

“We are excited to deploy this robotic automation solution in PSCU’s contact centers, helping their agents further heighten the member experience,” said Oren Shefler, vice president of Sales for the Americas at Jacada. “A key to driving operational efficiency in the contact center is the ability to automate manual, error-prone and time-consuming tasks on behalf of the agent. With this solution, it’s like every agent gets his or her own robot that can be trained to do any number of manual redundant tasks — which would have previously been performed while the member waited on the line. We look forward to continuing to partner with PSCU and drive new, innovative contact center solutions for its owner credit unions and their members.”