Like most, you probably don't enjoy waiting in line or sitting on hold. You want to call in, get your answers or needs resolved, and get back to whatever you were doing before you called. We've upgraded our contact center to help you do just that. Meet Kit, Commonwealth Credit Union's new Virtual Assistant. Not only can she answer common questions, she can also perform certain tasks related to your accounts and loans. With Kit's help, she can do things like give you information about applying for a loan, help you transfer money, and even send you helpful links right to your phone.
Shorter Wait Times
Whether you're squeezing in a call from the bus stop, during lunch, or on your afternoon walk - our goal is to have you back to whatever you were doing quickly. Kit is different. She's powered by Artificial Intelligence, so you can talk to her like a real person. Of course, Kit may not have all the answers. In those cases, our team is ready and waiting to serve you.
Kit never sleeps, so she's there to help whenever you need her. There will be things that require the help of a Commonwealth Credit Union team member. If that happens after hours, you can request a call back and we'll follow up the next business day. The good news is that over time, she'll be able to do even more. She is continuously learning, and we'll continue to add to her capabilities.
What Can Kit Do?
Here are a few things you can try...
How do I register for Digital Banking?
How do I make a payment on my loan?
I need to update my address.
What's the status of my application?
What's my balance?
How do I switch to eStatements?
I want to apply for a loan.
I need to change my password.
I need to place a travel notice.
Expanding our Team
Let us reassure you, our team isn't going anywhere. We're actually expanding our Contact Center. Kit is here for the easy stuff. Her goal is to keep the lines down. That way, when you really need the expertise of one of our Financial Service Representatives, you both can take all the time you need. This will provide a better experience for all.
Benefits of using kit
- Kit answers immediately
- Shorter time on the phone
- Get back to what matters most, quicker
- Allows our Financial Service Representatives to spend more time with you when you really need them
INNOVATION IN ACTION
At Commonwealth Credit Union, we thrive on innovation. Imagine what we'd do if we didn't have Digital Banking? Kit offers the quickest, most efficient way to get answers. But don't worry. If she can't help, she'll connect you with one of our Financial Service Representatives.
Frequently Asked Questions
Why did you add Kit?
Since the pandemic, all industries are experiencing hiring issues. This has caused our wait times to be longer than we would like. In order to provide an extraordinary experience for all, we decided to implement this innovative technology. Kit is here for the easy stuff. Her goal is to keep the lines down. That way, when you really need the expertise of one of our financial service representatives, you both can take all the time you need.
Are my interactions with Kit secure?
Yes, Kit uses secure encryption technology and multi-layered security authentication. Our team has and always will continuously monitor for potential security vulnerabilities.
Is Kit only available during business hours?
No, that's an important part of our Contact Center Upgrade. Kit is available 24/7. If Kit cannot complete your specific request, you can request a call back and one of our team members will follow up with you the next business day.
What information do I have to give in order to use Kit?
For simple calls like branch hours, how to register for digital banking, and things of that nature - you won't need to enter any personal information. For more complex calls, Kit may need to authenticate you. Basically, she just needs to make sure you are really who you say you are. She will accept your choice of member/account number or Social Security Number (SSN). Otherwise, you'll be transferred to a Financial Services Representative to continue your call.
What if Kit can't answer my question?
If Kit can't answer your question, you will be rerouted to the next available Financial Services Representative.
Will Kit authenticate me before sharing information from my account?
Yes. Security is our #1 priority. There are only a few questions that don't require authentication, like questions about branch hours or ATM locations.
What kind of things can Kit help with?
When you need help, you can count on Kit to be there to assist. She can help with questions and requests like:
- What’s my balance?
- I need my transaction history.
- What is the status of my deposit?
- How do I make a payment?
- I want to transfer money.
- When is my loan due?
- I need to change my mailing address or phone number.
- I need to activate/deactivate my card.
- What is the status of my loan application?
- What is your routing number?
- What are your branch hours?
- I want to apply for a loan.
- I want to open an account.
- Where is the nearest ATM?
- How can I place a travel notice?
- I want to dial an extension/speak with (Name).
- How do I register for digital banking?
- How can I get eStatements?
She is continuously learning, and we'll continue to add to her capabilities.
Get to Know, Kit!
What YOU'll NEED TO KNOW TO ACCESS YOUR ACCOUNT
When you call in, your call may look different depending on what information you enter to access your account.
Explore the options below to see what it takes to have the best experience.
If you don’t have your member/account number and prefer not to use your SSN, you will be placed in line to speak with the next available Financial Services Representative.
This option may have the longest wait time.
ENTERING YOUR SSN
Entering your Social Security Number (SSN) is a great option. If you have more than one member/account number, you’ll then select from a list of the last 4 digits of member/account numbers associated with your SSN.
ENTERING YOUR MEMBER/ACCOUNT NUMBER
This is the best option to get connected. You’ll begin the next step of the call immediately. Click here to learn how to locate your member/account number.