MEL
Q: What is a chatbot?
At a technical level, a chatbot is a computer program that simulates human conversation to solve our members’ queries. It uses artificial intelligence and natural language processing to talk to members, handle their questions and transfer to a call center representative as needed.
Q: What does MEL mean?
This is a clever acronym for “Member Experience Liaison”.
Q: How do I access MEL?
By clicking the “Let’s talk!” widget at the bottom right of the website, within online banking, or by clicking More, then “Let’s talk!” within the Other folder in your Mobile App.
Q: Is MEL a real person?
No, Mel is not a person. She is a chatbot that has been specifically programmed to answer general questions and provide resources for self-service.
Q: Why does NMCU need a chatbot?
Our call center receives hundreds of calls a day, many from members asking routine questions. Having a chatbot available to help field frequently asked questions just makes sense. It not only puts answers at members’ fingertips, but also frees up representatives to assist with specific account-related questions.
Q: How do I get to a representative?
This service enhancement will not replace our call center representatives who know you personally and offer consistent service. Mel is on our call center team to better assist you and enhance your experience with NuMark Credit Union. Members can still call the help desk, visit a local branch, or ask Mel to speak to a representative. Mel isn’t replacing the human-to-human or face-to-face banking our members love.
Q: What if Mel cannot answer my question?
Mel will continually learn and receive routine updates to ensure that members have answers to the most frequently asked questions. If Mel is unable to assist you, you’ll receive options for contacting NuMark to speak with a representative.
Q: Is my account information secure?
We take security very seriously and take several measures to ensure our members’ safety and privacy. This includes things like encrypting all traffic and data, performing thorough security checks, and much more. Rest assured that your communication with Mel is secure!
Q: What can I use the bot for?
The digital assistant helps members get answers to frequently asked questions, conduct banking transactions, and get routed to a representative.
Q: Is the bot always available?
Mel is available 24/7/365 for frequently asked questions. If you need assistance with specific account- related questions when we are closed, Mel will let you know you need to call or check back during regular business hours. You can type “hours” and the hours will be provided.
