Case Study: BCU - Hurricane Assistance
Introduction
When hurricanes struck the East Coast in the summer of 2024, BCU took swift action to support their members. By partnering with AviaryAI, BCU deployed AI-powered voice agents to inform members about relief options. This initiative led to a 52% success rate on calls with highly impacted members and a significant boost in member satisfaction during a critical time.
About BCU
BCU is a not-for-profit, member-owned Credit Union that is fiercely dedicated to Empowering People To Discover Financial Freedom. At over $6B in assets, BCU is driven by its commitment to providing a fast, easy, secure banking experience and extraordinary service for close to 360,000 members. The BCU field of membership includes employees and families of large employers that are focused on the financial well-being of their workforce; those who live or work in northern Illinois, southern Wisconsin, and the island of PuertoRico; and subscribers of BCU’s wholly-owned Credit Union Service Organization(CUSO), Life. Money. You.® within communities and Fortune 100workplaces throughout the United States and Puerto Rico. All BCU members enjoy lifetime access to financial services and well-being programming that inspire confidence through the brand promise “Here Today For Your Tomorrow.”
Hear BCU's Hurricane Voice Agent in Action
Objectives
- Rapid Communication: Quickly inform all affected members about hurricane relief options.
- Personalized Outreach: Provide tailored information based on each member's unique needs.
- Two-Way Interaction: Enable real-time communication for members to ask questions and receive answers.
- Efficient Deployment: Launch the outreach campaign and scale quickly to address immediate needs.
Challenges
Faced with the dual threat of Hurricanes Helene and Milton, BCU quickly activated its disaster relief. Despite their swift response, they encountered significant obstacles in reaching their members effectively during this critical time:
Mass Outreach Limitations:
- Difficulty reaching a large number of members promptly.
- Traditional communication methods were too slow for urgent needs.
Personalization Constraints:
- Needed to deliver messages specific to individual circumstances.
- Required segmenting members based on impact level and services needed.
Resource Strain:
- Risk of overwhelming staff with increased inquiries.
- Limited capacity for one-on-one interactions during a crisis.
Branch Closures:
- Some local branches were closed due to hurricane damage.
- Members needed information on alternative service locations.
Solution
To address these challenges, BCU partnered with AviaryAI to deploy advanced voice agents, allowing them to maintain effective member engagement and support when it was needed most:
Deployment of AviaryAI Voice Agents:
- Launched and started the campaign in just 4 days.
- Provided personalized messages tailored to each member's situation.
Customized Communication:
- Informed members about specific relief options, such as fee reimbursements, emergency loans, and insurance claim assistance.
- For members in highly impacted areas, shared details about temporary branch locations and available services.
Two-Way Interaction Enabled:
- Allowed members to ask questions and receive immediate responses.
- Facilitated real-time support without straining staff resources.
Efficient Outreach:
- Made 55,324 calls to 33,117 members over less than 10 days.
- Implemented follow-up calls to ensure message delivery.
Results
- 90% Cost savings compared to human outbound call campaigns
- 46% of members answered the phone
- 52% of answered calls were successful
Impact
- Reinforced SEG Relationships: BCU's proactive approach reinforced its dedication to Select Employee Groups who saw firsthand how BCU cares for their members during crises.
- Identified Impacted Members: Using AviaryAI's call monitoring, BCU identified members who were most impacted by the hurricanes, helping them target relief efforts more effectively.
- Strengthened Member Trust: Rapid and personalized outreach helped BCU demonstrate its commitment to thousands of members in a short time.
- Optimized Staff Resources: The voice agents handled informative communications, enabling employees to focus on members with more complex needs.
"The success of the hurricane relief campaign with AviaryAI showcased how artificial intelligence can provide timely, compassionate, and effective support to our members when they need it most." - Mike Valentine, President and CEO of BCU
"It's been amazing to hear from members who felt genuinely cared for by the outreach provided through AviaryAI. Their feedback shows just how valuable this support was." - Kourtney (McKay) Ross, Sr. Director, Brand & Engagement
Future Plans
Looking to the future, BCU aims to expand its partnership with AviaryAI to further enhance member interactions and operational processes:
- Member Welcome Calls: Introduce new members to services.
- Loan Document Follow-Ups: Streamline the lending process.
- Appointment Scheduling: Simplify booking for branch services.
About AviaryAI
AviaryAI offers AI-powered communication solutions tailored for banks, credit unions, and insurance companies. Our private Large Language Model ensures secure and compliant communication, helping institutions leverage Generative AI responsibly. With products designed for tasks like qualifying leads, cross-selling products, and follow-ups, we enhance customer engagement while adhering to industry regulations.
1: Call Success Rate National Average (cognism)
2: Source: LSI Survey of Credit Unions
