Launched in October 2012, "Ask Emily" is an Intelligent Virtual Assistant
created by Next IT for financial-services provider SWBC. As one of its many services to lenders, SWBC ensures that items paid for with a loan are properly insured. If a lack of coverage is detected, SWBC contacts the borrower in a lender-branded letter, presenting options for rectifying the problem.
Prior to the introduction of “Ask Emily,” borrowers were directed to either a call center or a conventional website. With their new IVA, SWBC gives lenders a competitive advantage by allowing borrowers to resolve their insurance issues on their own time, 24/7, using natural-language conversation. Emily answers any insurance-related questions borrowers may have, allowing them to quickly return their loans to good standing and helping them maintain a positive relationship with the lending institution.