Smarter Support With AI

Industry

Financial Services

Company Size

Employees

The highlights

Implemented an instant and accurate AI-powered Assistant for staff.
Significantly reduced training time for new hires.
Improved compliance and efficiency.

The Challenge

A regional credit union aimed to improve operational efficiency, customer service responsiveness, and regulatory compliance. As the organization expanded locations and geography, it faced growing challenges in delivering timely, accurate information to internal teams and members.

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Hard to Find, Harder to Serve

Although the credit union had strong documentation and service protocols, staff frequently struggled to find the most current information for member interactions. Key challenges included:

Slow Info Retrieval: Staff had to search across multiple systems, delaying responses.
Inconsistent Info Access: Outdated content led to errors and compliance risks.
Inefficient Operations: Long handling times reduced request processing capacity.
Lengthy New Hire Training: Finding info slowed onboarding.

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THE SOLUTION

Lunavi designed and deployed an AI-powered Conversational Support Assistant. This real-time digital aid enables staff to quickly access accurate information with minimal effort.

Plan: Identify most impactful types of questions and source documents.
Implement: Develop AI Assistant chat grounded with Credit Union Specific documents using Azure AI Foundry.
Validate: Ensure that questions asked to the AI brought back accurate answers backed by citations. Created automated testing processes to ensure quality.
Refine: Review usage for ongoing quality maintenance asnew documents are included and questions are asked.

‍Key Capabilities

Instant Search & Response

Staff receive accurate, context-aware answers in seconds.

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Up-to-Date Content Delivery

Surfaces current policies and procedures, reducing compliance risks.

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Admin Insights

Highlights usage trends and content gaps to guide continuous improvement.

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TrainingSupport

Helps new hires navigate systems and protocols from day one.

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THE Results

Lunavi deployed an AI-powered Assistant to address key operational challenges, including slow information retrieval, inconsistent answers, and lengthy onboarding. Staff can now find accurate information in seconds, reducing handling times and improving compliance. New hires ramp up faster, and internal teams spend less time searching and more time supporting members. This solution provides a strong foundation for ongoing innovation and operational efficiency. Check out this quick demo video:

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Ready to explore what AI can do for your team? Partner with Lunavi to turn complex challenges into smart solutions.

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