Glia, the customer interaction leader unifying Digital Customer Service (DCS), phone and automated self-service on a single platform, has partnered with $1.7 billion-asset Unitus Community Credit Union to successfully launch a Spanish-speaking chatbot.
Unitus experienced a 32% increase in Spanish-speaking members last year, prompting them to team with trusted partner Glia to deliver a chatbot that could interact with these members how they’re most comfortable. With the chatbot, the credit union can now automate routine sales and service interactions in Spanish and seamlessly transfer members to a live representative if needed. The credit union is dedicated to member choice across all touchpoints and has a team of more than 50 Spanish-speaking employees that can provide effective support.
“We are proud to be the first credit union in Oregon to offer a Spanish-language ChatBot,” said Steven Stapp, President and CEO of Unitus Community Credit Union. “Nearly 9% of Oregonians speak Spanish as their primary language in the home. We believe communication and relationship-building is at the heart of our service model, and this new tool will help improve access to anyone who prefers a Spanish-language interaction.”
Unitus launched Glia in April 2020. Since going live with Glia Virtual Assistants (GVAs), the credit union has achieved a 5/5 member satisfaction score. The GVAs have been able to handle nearly 80% of interactions without having to transfer to a live representative, and there has been a nearly 22% reduction in average abandonment rate. Initial feedback of the Spanish-language chatbot has been overwhelmingly positive.
“Unitus understands the importance of personalizing member interactions, which starts by offering service and support in the language that members feel most comfortable with,” said Paul Sheets, EVP of Customer Success and Services at Glia. “Since launching GVAs as well as the specific Spanish-speaking chatbot, Unitus has been able to drive efficiencies, reduce wait times and boost member loyalty and satisfaction. Inclusivity is important to Glia, and we are proud to help credit unions like Unitus that share this passion.”
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