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We know how busy life can be. Accessibility and convenience are key when it comes to several aspects of your life, especially your finances. You want to have peace of mind knowing you can easily access your accounts and receive the support you may need with your banking. Here at American Heritage, we recently introduced a new tool to help in these matters.

We’re proud to introduce you to Gigi, our new Virtual Associate! We sat down with Rebecca Londo, a Digital Assistant Analyst at American Heritage Credit Union. Rebecca continually monitors Gigi and works to ensure Gigi can assist members and constantly evolve her learning.

Digital Assistant Analyst

Has been with American Heritage Credit Union for 13 years

As a Digital Assistant Analyst, Rebecca has been integral to implementing Gigi to our members and associates. She has served in her current role for 3 years, and her background throughout the organization serves her incredibly well in anticipating member needs, particularly through Gigi.

Who is Gigi?

Gigi is American Heritage’s new Virtual Associate. She is a point of contact for members and is available to them 24/7. The name ‘Gigi’ comes from a former longstanding Human Resources employee with American Heritage.

What are some of Gigi's core capabilities?

Gigi can provide members with their account balances, help activate debit cards, unlock their Online Teller account, change a password, and much more. These are only a few of the things that Gigi can do.

All these tasks are crucial in ensuring you can access your accounts and funds 24/7, especially after business hours! If it’s a busy Saturday night and you need access to your checking account but get locked out of Online Teller, Gigi can unlock your account for you.

Are there any unique items that Gigi can help a member with, outside of something like receiving an account balance?

There are things Gigi can do that go beyond the standard account balance or transfer. She’s able to provide members with information on their loan and payoff details, both in 10-day detail and per diem.

Gigi can also help a member open a new certificate. It’s incredible to have her be able to help with something that many members may think they need to complete over the phone with a Member Experience Advisor or in branch.

She can also help members with their IRAs. She’s able to help members make a contribution and can provide details on their Fair Market Value.

Just as Gigi is constantly learning through our members’ requests, her skillset is also expanding!

Is working with Gigi any different than working with a Member Experience Advisor?

While Gigi is not a real person, she is still able to help in processing your request, just as a Member Experience Advisor would! Even though the conversations with Gigi may be more limited, she will triage your request to a Member Experience Advisor if she’s unable to assist. In doing this, your conversation with the Member Experience Advisor will be much more beneficial and efficient, given that the important details and reasoning have been recorded by your initial encounter with Gigi.

Do I need to call to use Gigi, and when can she help me?

Gigi is available to members 24/7. She is available both on the phone and as a chat feature on the American Heritage website.

What happens if Gigi isn't able to assist with my request?

While Gigi has a great deal of capability, she may not be able to assist with a more detailed or involved request.

If Gigi is unable to assist you during business hours, she will triage your request to a live Member Experience Advisor, either through the phone or through chat (whichever method you’ve opted to use Gigi through).

If Gigi is unable to assist you after hours, she will provide you with a link to the Better Lobby. From here, you can schedule an appointment, either at your local branch or with one of our Video Advisor Network Associates (VANA).

Will Gigi's learning and capabilities expand over time?

Absolutely! As a Digital Assistant Analyst, Rebecca analyzes Gigi’s conversations to search for areas of improvement and growth. We apply this learning into her system to provide more detailed responses and expanded capabilities. We’re excited by all Gigi can do and are looking forward to her continued evolution.

How does Gigi help American Heritage members?

Gigi is an asset to our members, especially when they need to quickly access information, get back into their Online Teller account, or require help during non-business hours. Life can get busy, and chances are if you’re accessing Gigi during after hours, you need immediate help and are seeking solutions right away. If you like to self-serve and receive prompt answers and solutions, Gigi is the perfect tool to help you.

How does Gigi help American Heritage associates?

Just like with our members, Gigi is a huge help for our associates. She helps save time for our associates (and in turn, our members). Gigi is able to process member information immediately, such as their purpose for calling/messaging and account details.

By doing this, our Member Experience Advisors can have a more consultative and in-depth conversation with the member about their issue. Gigi provides the associate with the conversation details and will save both the associate (and member) time.

We hope that the next time you need to reach us, you’ll consider speaking with Gigi! She is here to help you maintain peace of mind and resolve any issues that may arise with your accounts. You can learn more at AmericanHeritageCU.org/Gigi.