Boeing Employees' Credit Union (BECU)

Member Contact Center of the Future

This student team will work to create a 'Member Contact Center of the Future' to provide BECU Members a digital experience that is more secure while simultaneously minimizing 'friction'. This solution will allow BECU to compete with Fintech firms. A sample goal of the Member Contact Center of the Future that this student team will work to achieve is for BECU to validate/authenticate our Members without the need for onerous passwords and security questions. This student team will work to help BECU provide a digital offering to Members that enhances; self-service so Members can do more by themselves (with less person to person interaction), leverage Artificial Intelligence to raise/lower credit limits (for example), proactively offer BECU products based on need, i.e. college savings account for parents, utilize voice and biometric authentication. (These are examples of possible capabilities of a BECU Member Contact Center of the Future. There are many other possibilities.) This student team will not utilize BECU corporate nor member data directly for this project. The solution this student team is working to achieve should interface with a core banking system that houses customer accounts, products, balances, etc. The solution the student team is working to achieve needs to meet privacy and security requirements for a nationally chartered credit union. In summary, this student team will work to use engineering rigor to devise a Member Contact Center of the Future making use of various technologies including digital technologies, artificial intelligence, voice recognition, biometrics, and machine learning. This student team will work to design, assemble, implement, and test a prototype of a BECU Member Contact Center of the Future. This student team will work to research and provide the best infrastructure for the Contact Center of the Future. All the resources for this project are provided by UW. The desired outcome this student team will work to achieve is to create a functional prototype of a a BECU Member Contact Center of the Future.