Quick Overview
We’re setting a new gold standard in user experience—driven by a relentless dedication to compliance, security, and privacy, that Credit Unions, Community Banks, and their millions of members count on every day.
Ashish Garg
Co-founder & CEO, Eltropy
I’m thrilled to announce groundbreaking additions & enhancements to Eltropy’s Unified Conversations Platform. These enhancements will further CFIs’ goal to deliver exceptional member services while optimizing their internal processes.
- PII Redaction, Optional OTP, and more for better compliance, security, and privacy needs for today’s CFIs;
- Lobby & Appointment Management upgrades for enhanced user efficiency and improved user experience;
- AI enhancements for creating efficiencies at both people and process levels; Integrations with enhanced capabilities;
- A series of additional enhancements that will help you create new opportunities and drive productivity on a scale never seen before.
Revocation of Consent
In February 2024, the FCC issued a new order regarding consumer rights to revoke consent for communications.
Order Specifics
- Consumers can revoke consent using any of the following keywords: "stop", "quit", "revoke", "end", "opt out", "cancel", or "unsubscribe” or by any reasonable means.
- Companies are required to honor revocation requests within 10 business days of receipt.
- A one-time confirmation message may be sent post-revocation to clarify the scope of consent being revoked. If the consumer does not respond, they must be opted out of all communications that require consent.
- Financial institutions can send essential messages related to accounts, like fraud alerts or data breaches, or emergency messages like branch closures due to inclement weather, even if the contact has opted out of all other communications.
Eltropy’s Approach: To ensure compliance with this new order, Eltropy is releasing the following enhancements which your credit union or community bank can leverage to stay compliant while benefiting from texting’s high engagement and conversion rates.
- Additional Keywords: “Revoke” and “Opt-Out” keywords (and their combinations such as with space, without space, with hyphen, and more) will be added for revoking consent. For giving consent, “start”, “subscribe”, “unstop” or “opt-in” will be accepted.
- Emergency Messaging: You can add a new ‘Essential Communications Department’ in your Eltropy domain. This department will be exempt from the global opt-out to allow emergency messaging in case a member has opted out of all communications.
- Text & Calls: Opting-out via text or call will revoke consent for both texting and calls.
- Department Opt-Out: Agents will also be able to opt contacts out on a per-department basis in their agent workspace. Currently, they can only control a global opt-in/out.
- Confirmation Text: Send an automated confirmation message using a template where members can confirm whether it’s a department-level opt-out or a global opt-out.
PII Redaction
Domain managers can control what private information is displayed to an agent from the incoming messages when handling a contact. This helps establish trust between agents & contacts while avoiding privacy and security risks.
- Permissions: Once enabled, domain managers can select or unselect which PII data is redacted or unredacted in the conversation permission set.
- Call Recordings: Includes a feature to start and stop recording during calls, allowing agents to prevent PII from being recorded during calls.
Agent-Side Screen Share
Allow agents to share screens (while performing workflows) with contacts during the interaction, where members can view it on either a desktop or mobile device. The agent-side screen share is available for interactions in the conversation panel – In-branch video room calls, standalone video links, and video appointments. The call including the screen share part of it will be recorded for the supervisor or for the agent to review at a later point in time.Optional One-Time Password (OTP)
Previously, when a contact entered their phone number in the Conversations Panel to initiate an interaction, the system automatically sent a One-Time Password (OTP) to proceed. Now, domain managers have the option to disable this automatic OTP requirement. This allows you to collect a contact’s phone number without mandating immediate verification.
Note: If a contact opts to skip verification, the request will be handled as an anonymous request. However, if an agent needs to convert the interaction into a verified request later, they can do so seamlessly. The system will automatically send the OTP to the previously entered phone number, eliminating the need for manual input and ensuring a smoother experience for both agents and contacts.
Branch Operations Enhancements
Exciting updates have been made to the Lobby & Appointment Management system, aimed at enhancing user efficiency and improving user experience including but not limited to – an easy convert option for lobby check-in to the future appointment for both agents and members, new member check-in email notifications to agents, persistent filters for agent dashboards, canceling missed appointments with a reason, secure input field on the check-in screen, major improvements to the appointment scheduler’s performance and user interface can be accessed here.AI Voice: Lock Out Mechanism
To enhance the security of IVR-authenticated calls, a lockout mechanism tied to the member’s account in the case of authenticated AI Voice calls is included – which inhibits contacts who fail to authenticate. If the contact gets locked out, when they call again with the same number, they’ll get transferred directly to a human agent. This additional layer of protection mitigates the risk of unauthorized access or brute force attacks, ensuring a secure and reliable experience for both members and financial institutions.
- Lock out applied to the member’s account rather than individual phone numbers
- Warning flags written back to the core (Symitar)
- Custom settings available for the number of authentication attempts and lockout duration
Daily Secure Data Export
You can securely export interaction data from your Eltropy system into a secure FTP folder for archival, analytics, and so forth – on a daily basis. The details of your exports will be available in a new tab of the insights module and the domain managers will be able to manage the export settings on-demand from the Secure Data Export page in your domain settings.Remote Check Deposit Receipt
After a check has been deposited successfully, the contact who deposited the check receives a confirmation message with details such as transaction summary, check details, amount, and more. You can customize this message with a new template that can include the {{.shareUrl}} tag that links to the check deposit, where depositors can access the deposit details as a PDF.DocuSign
Send DocuSign-related emails from Eltropy using a custom email address instead of the default “no-reply@eltropy.com” (must whitelist “no-reply@eltropy.com). Also, if a DocuSign template has multiple recipients, agents can remove a recipient when configuring the template in Eltropy.User Role Mapping
Map configured roles in your Directory Provider (Azure AD, etc) to the roles present in Eltropy (Domain Manager, User, or any custom role) which will automatically assign a new user a role within Eltropy, based on the assigned configured role in the Directory Provider.AI Enhancements
AI Intelligence
- Ask AI for Interaction Insights: Obtain real-time insights and ask questions about agent-member interactions.
- Interaction Insight + New Dashboard: Analyze all conversations through the new Interaction Insights + Dashboard. It features the latest insights from AI Intelligence, providing a detailed view of your interactions.
- Mono & Dual Channel Support: Enhanced voice analytics by supporting mono—and dual-channel voice recordings, allowing for comprehensive analysis of all voice interactions.
AI Agents
- Auto-Syncing of Site Sources: Domain managers can now enable auto-sync to seamlessly update the digital AI agent with the latest knowledge from the website. This ensures the agent stays consistently up-to-date and delivers accurate, current responses.
- Supports 9 Languages (BETA): With the ability to communicate in 9 languages, your digital AI agent can now effectively serve a wider audience.
- Ingesting .pdf Webpages: The digital AI agent now supports ingesting .pdf webpages as part of its knowledge base, ensuring all webpages of the website can be consumed as knowledge.
AI Assistant
- Showing Multiple Knowledge Sources The AI Assistant can now display up to 10 sources of knowledge alongside the AI response, providing greater transparency and richer context.
- Flat UI for the Interaction Screen will transition to a flat view design, enhancing readability and user experience by removing the bubble format.
- Supports 9 Languages & Auto-Syncing of Site Sources (BETA): The AI Assistant can now converse in 9 languages, enabling your agents to communicate more effectively with your contacts. Additionally, you can now enable auto-sync to seamlessly update the AI Assistant’s knowledge directly from your website, ensuring it remains current and accurate.
Other exciting enhancements for Eltropy AI such as the pre-defined small talk responses, bulk deletes for knowledge sources, UI improvements, and more can be accessed here.
With this release, we bring many new enhancements to transform your user experience with us!
Our commitment to improving your service is stronger than ever, and we can’t wait for you to explore the new features we’ve implemented. To read detailed notes about all the enhancements available, please click here.
Our dedicated teams continue to work tirelessly to ensure your success. Stay tuned for updates from your CSMs and upcoming learning series to help you maximize the Eltropy platform’s potential.
Ashish Garg
Co-founder & CEO, Eltropy
