As a digital-first credit union, our goal is to make it easier for you to connect with a support team remotely – whether you prefer a phone call, an email, or live chat. And thanks to our new chat feature, it’s easier than ever for members to connect with an agent or with AVA, Amplify’s Virtual Assistant. In this article, we will share how to get the most from chat.
Key Takeaways:
- Amplify’s new chat platform offers features like AI-assisted chat and co-browsing.
- AVA, or Amplify’s Virtual Assistant, can provide real-time answers even outside of normal business hours.
- Our screen share features allow members to share control of their screen with an Amplify representative to better navigate our website and online banking.
- Members can also enjoy secured chat with AVA in online banking and have their account and transaction questions answered outside of normal business hours.
Why did Amplify launch a new chat platform?
Amplify’s new customer service platform is designed to provide a seamless customer experience platform across both phone and chat support. Now you can connect with an Amplify team member from our website or in online banking with just the click of a button. And with new features like AVA and co-browsing, you can choose your level of support.
What is AVA?
AVA, or Amplify’s Virtual Assistant, is an AI-assisted chat feature that makes it easier to connect our members to the answers they need. While members can always choose to contact a live agent during our hours of operation, AVA can answer standard questions about your banking experience at Amplify outside of our normal business hours. Your questions will also ensure that AVA is more adept at providing the best possible links and resources to our members.
Can I still chat with a person?
You will always have the option to speak with a person when starting a chat during normal business hours.
How do I start a chat?
Our live chat feature is now available in online banking and on most pages of our website.
- You can start a chat by visiting our website, or logging into online banking, and clicking on the chat bubble in the bottom right-hand corner of the screen.
- Enter your name and contact information to begin a live chat. If you open chat in online banking, your contact information will be automatically populated.
You can also connect directly with a specific department at Amplify by using the chat feature during normal business hours. For example, if you have questions about getting a home loan, you can start a chat and request to speak with a loan officer.
Is chat in online banking secure?
When you begin a chat in online banking, you have the option to access secure member details such as transaction history or account balances. This chat is tied to your online banking credentials and ensures the security of your account.
When is chat available?
You can connect with AVA 24/7 to ask basic questions about Amplify products and services. If you would like to contact an Amplify representative, you can initiate a chat during normal business hours. These hours are from 8:30 AM to 5:30 PM CT, Monday through Friday, and 9:00 AM to 2:00 PM on Saturdays. You can also learn more about fraud support in our help center.
What is co-browsing?
Co-browsing is a unique feature that allows members to share control of their browser with an Amplify team member. Co-browsing is a great way to let our support staff help you navigate the Amplify website and/or find specific products and services.
Members who wish to share their screen in online banking may also choose our screen share option, which shares the screen without sharing control. Please note that any co-browsing or screen sharing sessions can only be initiated with your explicit approval.