Member service chatbot and inquiry routing

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

1. 1

   Trigger

   Member initiates chat session

   Member starts conversation through website widget or mobile app chat interface. System captures member session and initial inquiry.

   AI Chatbot Platform
2. 2

   Action

   Authenticate member identity

   Chatbot prompts for member number and security questions, then validates credentials against core banking system. Retrieves member profile and account access permissions.

   CU*BASEAI Chatbot Platform
3. 3

   Decision

   Classify inquiry complexity

   AI analyzes member's question using natural language processing to determine if it's a simple FAQ, account inquiry, or complex issue requiring human intervention.

   AI Chatbot Platform
4. 4

   Action

   Process simple inquiries automatically

   For routine questions, chatbot provides instant responses about account balances, transaction history, branch hours, or loan rates using pre-built knowledge base.

   CU*BASEAI Chatbot Platform
5. 5

   Action

   Route complex issues intelligently

   System determines appropriate department (loans, member services, or compliance) and creates support ticket with conversation context and member information.

   CRM SystemAI Chatbot Platform
6. 6

   Action

   Log interaction and update records

   All chat interactions are recorded in member's service history with inquiry type, resolution method, and satisfaction rating for future reference.

   CU*BASEAI Chatbot Platform
7. 7

   Output

   Deliver resolution confirmation

   Member receives immediate answer for simple inquiries or confirmation of ticket creation with estimated response time for complex issues.

   AI Chatbot Platform

Related Credit Unions Articles