Simplify AI Management With the Posh Portal

AI is a powerful tool for financial institutions, enabling better customer and agent experiences — but without efficient management, you may never see all the best benefits.

Fortunately, the Posh Portal, which manages all of Posh’s AI products, puts AI management solutions right at your fingertips. Designed specifically for banks and credit unions, this portal provides critical controls, valuable insights and fast updates.

The Posh Portal has two pillars: conversation management and admin insights. Thanks to its easy management, the portal enables you to turn AI into instant value — and here’s how.

Streamlined AI Implementation

The Posh Portal allows you to streamline AI assistant implementation without complications or disruptions.

Get Default and Custom Intents

The portal provides default intents tailored for the financial industry, capable of addressing over 1,000 customer questions right out of the box. Users can also quickly create custom intents to cover unique customer inquiries and organizational needs. 

“Accessing technology in this space that doesn’t require a programmer to effectively use it and serve members is huge. We can shift so rapidly. If we send out a communication, five minutes later our assistant can answer questions about it. We don’t need to put in an IT ticket and wait; we can quickly and easily put in the information ourselves.” - Steve Goodwine, HVCU, VP, Director of Contact Center

Develop a Distinct Brand Voice

A LinkedIn report states that consistent branding can contribute up to 23% to revenue growth, while inconsistency can lead to a 56% decrease in brand recognition — a factor that influences up to 77% of B2C customers. Fortunately, the Posh Portal enables a distinctive brand voice in customer interactions across all channels. A wealth of customization options enables you to tailor the voice and tone to suit your customer interactions, allowing you to find the balance that accurately reflects your institution’s identity and values.

Route To Live Agents When Needed

Although AI solutions are better than ever, customers may still want to talk to a real person — which is why our portal enables you to seamlessly route calls to agents based on specific needs and special hours. This ensures that complex or high-priority queries end up with the right agent for prompt, empathetic management. You can even manage routing options and adjust in real time to account for changing needs.

Effortless Management

The Posh Portal provides greater control, flexibility, and expertise, eliminating outdated ticketing systems and minimal support for faster implementation and instant value. This means faster, simpler updates and less wasted time.

"Posh, our AI partner, provides a platform that gives us access and control. They make it easy for us to react to needed updates and changes. We can easily change our content and call routing, add an SMS option to an intent, create a custom intent to include AI-generated training examples, etc. All of this allows AmeriCU to take control. It is important to partner with an organization that is continuing to innovate and is available when we are."

Here’s what that looks like:

Gain Deep Insight Into Your Contact Center

The Posh Portal provides comprehensive analytics including chat and call figures, containment rates, destination volume, contact volume trends, and more. It also allows you to gather feedback via voice of the member solutions. These insights help you understand what customers want and are asking about, enabling you to optimize your operations accordingly — for example, by introducing self-service features.

Identify and Address Coverage Gaps

Our portal identifies coverage gaps in real time and makes it easy to address and improve the experience for users. Through custom intents, data-based insights, and more, you can maintain high service levels even as customer expectations change.

Adapt to Changing Needs

The Posh Portal’s intuitive interface enables fast, flexible updates, providing institutions like yours the ability to quickly adapt to new customer demands or expectations. That means your teams are in full control, eliminating the need to submit a ticket to Posh or rely on coding/technological expertise. Instead, they can address tasks through the self-service, no-code portal.

“It made things a lot easier; you can't think of every scenario or intent that pops up. It made it much easier to agree that we needed that, and having the ability to program our own intents is extremely user-friendly,” Mike Procenko, ACUTX, Member Experience Center Manager said of the no-code Posh Portal.

Automate Custom Reporting

The Posh Portal is designed to streamline data processes and facilitate informed, data-driven decisions. A key feature is the Data API, which allows seamless integration into our customers' unique reporting environments. This powerful API automates custom reporting, enhancing efficiency and accuracy by connecting directly to internal tools and systems. With the Posh Portal, your organization can achieve more precise and timely insights, driving better business outcomes.

Simplify Compliance

Posh leverages multi-layered security to protect your data, including robust policies, strict access control, secure networks, storage and transmission safeguards, redacting Personally Identifiable Information (PII), and more. We also maintain a complete audit of all calls and chats, tracking who made changes and when. That means our solutions fit perfectly into your compliance requirements, helping you check the right boxes.

Receive Expert Support From Our Team

At Posh, we believe that success goes beyond just technology. Alongside our innovative Posh Portal, you receive dedicated support from our dedicated team of U.S.-based industry and AI experts. Our strategic advisors, content designers, network specialists, and FI experts work collaboratively to ensure a smooth launch and ongoing success with Posh solutions. From day one, our customer success team is committed to providing you with continuous support, ensuring you achieve the outcomes you need.

Let’s review real-life examples

Credit Card Breach

Imagine a major credit card breach creating a flood of panicked customers. With Posh, the solution is simple:

1. Use the self-service Posh Portal to update the intro message on the Digital and Voice Assistant bots, explaining that new cards will be sent.
2. Create a custom intent detailing the breach and reason for card replacements.
3. Turn on Tailored Responses, further personalizing online chatbot experiences.
4. Set up a special extension to route breach-specific calls, ensuring callers get immediate, reliable communication.
   
   

In this scenario, customers get both accurate information and vital reassurance. Thanks to Posh’s ease of use and quick updates, a potential crisis becomes a demonstration of proactive customer service.

Disruptions Merger

Say customers have questions about disruptions like a branch closure. Here’s how the Posh Portal can help:

1. Log into Posh’s intuitive portal in seconds and update the intro message to announce changes and implications with just a few keystrokes.
2. Use AI to create custom intents regarding the disruptions and to answer additional questions.
3. Include options for customers to receive SMS links to a video showcasing the details.
4. Use Tailored Responses to maximize interaction personalization.

In this case, Posh is the solution to everything from answering queries to seamlessly routing more complex conversations. 

The All-in-One AI Platform for Banks and Credit Unions

At Posh, we understand that exceptional customer experiences start with empowered staff. That's why we design solutions that benefit not only your end users but also those who support them daily. We’re always evolving our offerings to create better communication, flexibility, and feature utilization for your teams.

The Posh Portal is your gateway to a future where AI-powered solutions work hand-in-hand with your team to deliver the best possible banking experience.

Explore the Posh Portal today to see where AI can take your financial institution.