Stanford Federal Credit Union overhauls digital engagement through Agent IQ partnership
Silicon Valley’s Stanford Federal Credit Union has partnered with digital customer engagement solutions provider Agent IQ as it looks to cultivate a “more digitally consistent” banking experience for its members.
Stanford FCU will leverage Agent IQ’s Lynq platform
The partnership will see Stanford FCU leverage San Francisco-based Agent IQ’s AI-augmented digital engagement platform Lynq. The platform supports real-time insights, video chat, and messaging capabilities with the ability to translate into around 100 different languages.
The platform will combine AI efficiency and process automation with new self-service options in line with the credit union’s efforts to enhance its engagement model and better communicate with its members.
Lynq enables members to select and engage with a preferred personal associate across digital channels; stores previous conversations for internal collaboration and provides context to members’ unique situations; facilitates video and co-browsing options to further enhance and support member interactions; and eliminates active waiting as members can request a personal advisor and receive a notification once an associate responds.
Slaven Bilac, CEO and co-founder of Agent IQ, identifies the key to modern relationship banking as “augmenting the human banker, not replacing them”.
“With the Lynq platform, the credit union is equipped with real-time insights for greater transparency between members and employees, ultimately allowing associates to better connect, engage, and support members,” Bilac explains.
Adding to this, Deena Otto, SVP and COO of Stanford FCU, cites the ability to provide more digital options to its “tech savvy” members as “of particular importance to us”.
