Case Study: iTHINK Financial builds an AI-ready knowledge foundation with Engageware

iTHINK Financial launches a Virtual Assistant with Engageware after unifying 9% of scheduled branch interactions

iThink Financial, a credit union, faced challenges with fragmented information across its member and employee channels, which led to inconsistent service experiences. With only 9% of branch interactions scheduled ahead of time, staffing was reactive. To address this, they partnered with Engageware to build an AI-ready knowledge foundation.

Engageware implemented a centralized and governed knowledge foundation that unified content across digital and branch channels. Their Appointment Scheduling solution gave branch managers visibility into member demand, enabling proactive staffing. This governed content allowed iThink Financial to confidently launch Engageware’s Virtual Assistant in 2024, improving service consistency.

iThink Financial