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Inspire Federal Credit Union (Inspire FCU) has served the financial needs of the Philadelphia, Pennsylvania area community for 90 years. As a relationship-based, not-for-profit financial services organization, Inspire FCU gives members competitive products and services and helps them reach their most challenging financial goals.
The organization is led by a team of industry professionals who collectively bring nearly 150 years of experience. Their strategy and direction serve the best interests of members and meet their growing financial needs. Member service sits at the center of the business, and it’s that commitment that makes Inspire FCU a trusted financial services organization.
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Inspire FCU believes in giving members informative, helpful support for their financial service needs. Its member relationship specialists (MRSs) are well trained, but the breadth and depth of the credit union’s products and services are complex, and it is hard for MRSs to stay current on every offering.
Inspire FCU partnered with MeBeBot to launch E.V.A., delivered as an accessible app inside Microsoft Teams.
“With MeBeBot, we can synch our knowledge articles and processes to EVA, the AI Assistant, and our MRSs receive instant and accurate answers to member questions, at the point of need. We can better service personalized financial products to meet the goals of our members, while helping our organization become more operationally efficient.”
Within the first two weeks after launching E.V.A., adoption and impact were immediate:
Faster answers freed supervisors and managers from repetitive questions, giving them time to support business growth initiatives like hiring and onboarding new MRSs and expanding the products and services Inspire FCU offers.
The rollout also improved how Inspire FCU manages knowledge. During implementation, the team audited all process documents and added net new operational procedures and HR documents that did not exist before.
They used the internal testing process as an opportunity to get their key subject matter experts to ask questions that showed them which content needs updating. After launching, they continue to use the “Feedback” feature to show them how they can improve their knowledge sources, to keep them continuously updated as processes change.
of employees engaged in the first two weeks.
questions asked in the first two weeks
reduction in member support wait times
“Supporting our members with answers to their questions and assisting them with personalized financial services offerings is what makes Inspire FCU unique in our community. We pride ourselves on our member satisfaction, and when our MRSs can use MeBeBot to address their needs with confidence, we continue to thrive as an organization.”
Leveraging AI & automation to innovate employee support delivery.
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