Royce got an upgrade!

 

Our virtual assistant, Royce, is now better than ever! Not only is Royce available to help you get your questions answered quickly, but Royce can now complete basic transactions and walk you through the loan application process.

 

 

What is Royce?

 

Royce is an AI (artificial intelligence) powered digital assistant that can answer questions, help you find resources on our website, provide account information, facilitate transactions, and more.

 

What can Royce help you with?

 

It’s simple, really. You ask Royce a question and you’ll get an answer right back. Here are just some of the things Royce can help with:

 

  • How to open an account
  • How to register for online banking
  • Product questions
  • University Investment Services information
  • Finding your nearest branch or ATM
  • Hours of operation
  • Sending money
  • Checking your balances
  • Viewing your statements
  • The loan application process
  • And so much more!

 

Benefits and Advantages of Using Royce

 

At UCU, we are always leveraging the newest innovations and providing our members a variety of options for how they communicate with us. Royce offers the quickest, most efficient way to get answers from us or conduct transactions without having to call the contact center or visit a branch.

 

Why is UCU using Royce?

UCU aims to assist our members in the quickest and most efficient manner. Royce will be able to provide support for general questions 24/7.

 

How accurate is Royce?

Royce is able to accurately respond to many different questions and is constantly learning to answer more questions to better serve our members’ needs.

 

Are my interactions with Royce secure?

Interactions with Royce are secure by using the latest encryption technology. Our team continuously monitors for potential security vulnerabilities.

 

Is Royce only available during business hours?

Royce is available for your convenience 24/7.

 

Is there a fee to use Royce?

Royce is a complimentary virtual assistant offered by UCU to enhance our member experience.

 

What languages does Royce respond to?

Royce is only able to understand and respond in English.

 

What are the best supported browsers and operating systems to use Royce?

In the current implementation, Royce is supported in the following operating systems and browsers:

 

Operating System

Windows® 7 build 7601 and higher

Mac® OSX 10.12 (Sierra) and higher

 

Browser

Chrome™ 68 and higher

Safari® 12 and higher

Firefox™ 62 and higher

Edge™ 15.15063 and higher

 

Will Royce be able to answer and respond to more inquiries in the future?

Yes, Royce will have additional capabilities in the coming months as well as a dedicated team that will look at opportunities to improve and enhance Royce’s features.

 

Will Royce be available in other channels other than the website?

We hope to utilize Royce in different channels in the near future.

 

Can Royce help me open a new membership?

Yes! Royce can direct you to the online membership application to become a UCU Member.

 

What information do I have to give in order to use Royce?

Depending on your request, Royce may ask for additional information to best answer your questions. This may include authentication questions.

 

Can Royce answer my loan application questions?

Royce can direct you to the department that your application is associated with, but cannot provide you with status updates at this time.

 

Can Royce put me in touch with an actual member service representative if my question can’t be answered?

Yes, if Royce cannot answer your question, you will be given the option to call or chat with a member service representative.

 

Can Royce perform the following account functions: reviewing account balances and transaction history, making online payments, and performing account transfers?

Yes, with the newest upgrade, Royce is able to perform all of these functions.

 

Will Royce authenticate my account before revealing private information?

Yes, when you use Royce to view any personal account information, you will be asked for your account number and the last four digits of your social security number. You will then receive a code via text or email that you’ll use to log in.

 

Do you keep a record of my conversations with Royce?

Royce does not keep a record of conversations with members.

 

How do I skip using Royce? I only want to speak to a live person.

If you prefer not to use Royce, you can speak to a representative by following the prompts. You may also chat or utilize UCU Live! Video Banking during normal business hours.