How Wescom Lifted First Contact Resolution by 34% with Copilot

About this episode

Ankur Patel interviews Hashim Forrester about Wescom Financial's innovative use of AI to enhance customer service.

Ankur Patel interviews Hashim Forrester, SVP of Remote Service Delivery at Wescom Financial — one of the largest credit unions in Southern California.Hashim brings three decades of operations and service delivery experience, and his team has become the trailblazers for AI adoption at Wescom — running Copilot in production, deploying intelligent virtual assistants on the phone system, and building out AI-driven quality assurance.Guest: Hashim Forrester, SVP of Remote Service Delivery, Wescom FinancialHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Hashim Forrester1:02 Inside Wescom's remote service delivery1:54 From single-channel to omnichannel banking3:52 Volume across channels: 1M+ inbound calls5:01 The Anywhere Branch7:46 Omnichannel's knowledge problem10:56 Rolling out Copilot14:54 Why the first Copilot launch failed17:25 Where Copilot ends and member data begins20:46 Three years of intelligent virtual assistants24:46 Moving QA from random sampling to 100% coverage27:48 Prioritizing AI use cases: member-first, not tech-first30:06 Build vs. buy35:27 Driving real ROI39:04 Closing the AI adoption gap44:06 The future: agentic AI, but with humans in the…

People in this episode

Host: Ankur Patel

Guest: Hashim Forrester

Topics covered

• AI adoption
• customer service
• credit unions
• virtual assistants
• omnichannel banking
• quality assurance

Keywords

• Copilot
• first contact resolution
• AI
• remote service delivery
• intelligent virtual assistants
• omnichannel banking
• quality assurance

Mentioned in this episode

Organizations: Wescom Financial

Places: Southern California

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