We love helping credit unions understand their members (and thus, their organization) better. To further this mission, we’ve partnered with Senso AI.

Senso is a leader in generative AI platforms for credit unions, including their recently-announced CUCopilot – the first credit-union-specific, knowledge sharing and collaboration network.

Here’s what the partnership entails, and what it means for credit unions:

 

Member Sentiment Analysis

Although LiveSurvey is a real-time survey platform, that “real-time” extends only to delivering and receiving surveys, plus data display on our dashboard. Sentiment categorization and analysis has been a separate, manual process for credit unions.

Until now, that is. Senso’s AI can manage it instantly, freeing up significant credit union time. Our partnership allows credit unions to automatically harness generative AI to interpret, categorize, and analyze member sentiment.

That means more insights for less work, and all much faster than it was before.

 

Real-Time Categorization and Member Sentiment Analysis

The integration of Senso with LiveSurvey allows us to automatically categorize member comments. It can also compare changes over time, so credit unions can measure their current performance against themselves, historically.

Since LiveSurvey data is also organized by employee, branch, and department, credit unions can identify specific areas for improvement.

For example, we can tell if member sentiment has significantly changed over time at a particular branch.  Similarly, if a product or employee is falling short of expectations, credit unions won’t have to guess what’s causing member experience to suffer.

 

Using a Unified Dashboard

We were already proud of LiveSurvey’s dashboard before. However, adding Senso’s AI into the mix improves things further.

All LiveSurvey data and analysis by Senso is accessible through a single, unified dashboard. It’s visually sharp and easy to use, so credit unions can quickly find what they want and understand what they’re looking at.

The dashboard also offers real-time insight to credit unions regarding survey responses and changes in performance. Real-time data analysis allows for immediate action, helping credit unions spend less time wondering and more time doing. It also enables faster responses to members, improving service and experience.

 

Seeing LiveSurvey and Senso in Action

Maps Credit Union, in collaboration with LiveSurvey and Senso, has already benefited from AI-powered survey analysis. Senso’s AI analyzes Maps Credit Union’s call center transcripts and chat data to provide valuable insights into member experiences, member pain points, loan opportunities, and granular emotions which go beyond traditional sentiment analysis.

Additionally, LiveSurvey also collects extensive member comments regarding specific transactions (such as those sent after conversations with Maps Credit Union’s call center and chat).

Consequently, Maps Credit Union gets valuable, immediate insights into member experiences and emotions. Often, members highlight issues that the credit unions hadn’t previously considered. Yet, with LiveSurvey and AI, they can better understand how members are feeling, what members want, and how the credit union can help them in real-time to get in front of issues immediately.

 

Looking Ahead at the LiveSurvey and Senso Partnership

The partnership between LiveSurvey and Senso AI is a big step forward for improving the member experience.

Real-time sentiment categorization and analysis make employee lives easier while also improving the credit union’s ability to help members when they need it.

Integrating AI into LiveSurvey ensures that credit unions have access to technology that scales with them, empowering their member experience for now and the future. These are just the early stages of our partnership. We look forward to keeping you updated about new features, capabilities, and success stories!