Part of the Member-Facing AI Chatbot
CU Chat Admin Portal
See what your members are asking. Understand what they need. Improve your credit union.
Launching a chatbot is only the beginning. The CU Chat Admin Portal gives your team everything they need to manage your chatbot, monitor its performance and understand what members are telling you through their conversations.
Governance and human oversight, made easy
The Admin Portal is a secure login area, and your credit union decides exactly which staff get access. Every account is protected with two-factor authentication (2FA), so your data — and your members' conversations — stay safe.
Understand your members through their conversations
Every conversation is an opportunity to learn more about your members. The Conversations page gives your team a direct window into what members are asking, the information they are looking for and the issues they are experiencing.
You can see which pages or sources members started their conversation from, helping you understand where they need additional support. For example, if members repeatedly open the chatbot from a particular loan page and ask questions about eligibility, that could indicate the page needs clearer information.
Because the chatbot does not use cookies, these insights can be gathered without relying on cookie-based tracking.
Turn conversations into improvements
The questions members ask can reveal things that traditional website analytics cannot. The CU Chat Admin Portal helps you identify:
Instead of guessing what members want to know, you can use the questions they are actually asking to guide improvements.
See how your chatbot is performing
The Analytics dashboard provides a clear overview of chatbot usage and member engagement. Track key measures including:
Conversation volume
See how many conversations your chatbot is handling and how usage changes over time.
Member ratings
See how members are rating their experience and identify trends in satisfaction.
Topics
Understand the subjects members are asking about most frequently and see how those topics change over time.
Conversation times
See when members are using the chatbot, including conversations inside and outside your normal opening hours.
Phone time saved
Estimate the amount of staff time potentially saved by the chatbot handling routine enquiries, based on a standard calculation from the number of conversations.
Trends
Compare different date ranges to understand whether usage, ratings and other measures are increasing or decreasing over time.
Know what's happening, without checking every day
The portal is designed to make insights easy to keep up with. Insight Emails provide a regular summary of important chatbot activity, helping your team stay informed without needing to log into the portal every day.
Rather than simply reporting numbers, these insights can help highlight patterns in what members are asking and where there may be opportunities to improve.
Improve your website using real member questions
Your website analytics can tell you which pages people visit. Your chatbot conversations can tell you what they wanted to know when they got there. Looking at the two together helps you spot pages where information may be unclear, incomplete or hard to find.
1. Members ask
Members ask the chatbot real questions, in their own words.
2. CU Chat identifies the questions
The Admin Portal surfaces what's being asked, and from where.
3. Your team sees the pattern
Recurring questions and gaps become easy to spot.
4. Your website and knowledge improve
Over time, this helps create a website that answers members' needs more effectively.
Improve the chatbot over time
CU Chat is designed to improve alongside your credit union. The portal gives your team visibility of conversations and analytics so you can identify where the chatbot needs additional information or clarification.
When your knowledge is updated, changes can be reflected quickly, with knowledge base updates going live within around 20 minutes — so your chatbot can evolve as your products, policies, processes and member questions change.
Manage your chatbot in one place
The CU Chat Admin Portal also gives authorised staff control over the day-to-day management of the chatbot. Depending on their permissions, staff can access areas including:
From chatbot data to better decisions
The real value of CU Chat is not simply the number of questions it answers. It is what those questions can tell you.
A rise in questions about a particular product could indicate growing interest. Repeated questions about the same process could suggest that your website or member communications need improving. A spike in questions about a policy change could show that members need clearer guidance. Questions arriving outside opening hours can demonstrate where members value having immediate access to information.
These insights can help your team make better-informed decisions about website content, member communications, products, processes and support — and because the data comes directly from conversations with your members, it provides a valuable source of real-world member insight.
Your chatbot. Your data. Your insight.
CU Chat doesn't just give your members another way to get answers. It gives your credit union a new way to listen.
Understand what your members are asking. Find the gaps. Improve the experience.
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