Power cognitive insights and deploy cognitive engagement to create customer-worthy experiences.
SmartApps Updates
Get SmartApps News in Your Inbox
Share your email address to receive the latest SmartApps news and events.
10/3/23 SmartApps Cloud – Fall ‘23 Release
Quick Links
Upcoming Release Schedule
For the upcoming SmartApps Fall ‘23 Release, the current planned schedule is:
- Targeting October 13th - Deploy fall release to UAT environments.
- Targeting November 1st - Deploy fall release to Production environments.
- Next release, Winter ’24, is targeting release on January 24th.
Fraud Prevention
Fraud Investigator
Fraud Investigator is a new view within Site Manager which allows your organization to research suspicious interactions, filter interactions by numerous criteria and manage fraud details on historical interactions.
Within the search view it allows for filtering interactions on numerous criteria including date/time, Conversation Id, Member #, From (ANI for phone calls, email address for many other interaction types), Interaction Type (Calls, Email, Web Messaging, etc.), Queue, and Suspicious flag. The result set allows for seeing further detail about the rows as shown below. In addition, you can quickly open the Genesys Conversation interaction detail directly.
The detail view adds details including member information, automated authentication information, and manual authentication details when performed by the agent. The Agent notes and Suspicious flag can be updated in the case where the supervisor or fraud analyst wants to update the details to be viewable by agents on subsequent interactions from the same address or member number.
Self Service
Smart Bot
Smart Bots is enhanced to support two factor authentication using SMS or email to streamline the authentication process while keeping the member’s account secure.
Teller
Teller is a bank-by-phone solution providing credit union members 24x7 phone access to typical banking transactions. Built on top of the SmartApps Cloud platform, it provides self-service capabilities to the member while taking advantage of SmartApps Cloud platform's streamlined authentication, fraud prevention, and employee empowerment capabilities. While this solution is new to SmartApps Cloud, the solution is built using the SmartApps on-premises Smart Teller approach as the solution model. For credit unions moving from PureConnect to Genesys Cloud, the configuration and capabilities will look very similar with some improvements appropriate for cloud architecture. The near-term roadmap includes migration tools to ease the process of moving from PureConnect + Smart Teller on-premises to Genesys Cloud + SmartApps Cloud Teller taking full advantage of the existing configuration for Core Account Types, Activity Mapping, Teller menu tree, Teller features, and prompts.
Account Self Service
Teller allows members to perform transactional operations like balance information, recent transactions, funds transfer, making payments, and much more. In this release, Teller is officially released with the capabilities listed below. In the subsequent Winter ’24 release (due out end of January ’24), we are targeting all key capabilities for feature parity of our Smart Teller on-premises solution.
Name | Description |
Authentication | Authenticate member using member number, social security number, birthdate, PIN, and driver’s license number. |
Savings | Savings account information including balances, interest rates, recent deposits, recent withdrawals, and recent transactions. |
Checking | Checking account information including balances, interest rates, recent deposits, recent withdrawals, recent cleared checks, and recent transactions. |
Loan | Loan details including balances, interest rates, available credit, recent payments, and recent transactions. |
Mortgage | Mortgage details including balances, interest rates, escrow, and recent payments. |
Credit Card | Credit card details including balances, interest rates, available credit, and recent transactions. |
Balance Summaries | Provides member balance information at a glance across specific account types (checking, savings, loans) or across all accounts for quick balance insight. |
PIN Management | New members are taken through PIN activation procedure. Existing members can be forced to change their PIN by the credit union, or the member can change their PIN on demand through Teller. |
Menu Builder | Build your bank-by-phone menu to match your current system or to enhance upon with the new available capabilities. Easy-to-use configurable control of menu tree options with support for both static and dynamic menuing. Dynamic menu prompts the member with personalized menus based on their open accounts. |
Expert Mode | Expert mode provides quick access to specific bank-by-phone features without having to navigate a menu system. This is perfect for your expert member users who want quick access to specific information like recent credit card charges or checking balance information. |
Funds Transfers | Providing transfers between different entities within the same account, including transfer to and from checking savings, and loans. Initial release will support transfers within one account with plans to add account-to-account (external) transfers in Winter ’24. |
Payments | Make payments to loans, credit cards, and mortgages. |
Check Management | Check management includes putting a stop on a check payment, check status for a specific check, and check status for a range of checks. |
Withdrawals/Advances (Now targeting Winter ‘24) | Withdraws funds from checking or saving, send to a member through mail or take an advance from a credit card or loan to checking or savings. |
Seamless Transition to Genesys Cloud
In the cases where Teller is unable to handle the member’s inquiry or there was an issue completing the transaction, the call will escalate to a member service representative (MSR). Upon accepting the call, the MSR is provided following information:
- Member profile information
- Authentication status
- Reason for transfer – Last completed transaction performed or reason for failure (ex: Recently Cleared Checks, Failed Force PIN Change)
- View historical engagements from all channels
Insights
Confirmation Audit History Report
Confirmation Audit History provides details for all banking transactions including funds transfers, payments, check stop pay, among others coming in the future.
Call Flow Analysis By Date Report
Call Flow Analysis By Date provides a breakdown of the member usage in the bank-by-phone capability. It breaks down the usage by menu and then by feature.
Stop Payment Report
Stop Payment provides a breakdown check stop payment usage within the bank-by-phone.
Core Specific
Fiserv DNA – Joint Member search via SSN
A Member Service representative can now search for a joint member who is not primary on any account by using their Social Security Number.
Symitar Nickname
For Symitar, some Credit Unions use the Description field as the nickname for an account entity. With this update, the nickname retrieval can be changed to use the Description vs Nickname field. Nickname field can be used in playing back information about an account giving the member an understanding of which account is being referenced.
Symitar Passcode – USERCHAR
Now SmartApps can pull from new locations for retrieving the Passcode or Pass phrase from the member’s account. Here are the additional locations available:
- Account Name Record (USERCHAR01 - USERCHAR04)
- Account Record (USERCHAR01 - USERCHAR04)
- Account Tracking Record (Tracking record 11-99 -> USERCHAR01 – USERCHAR20)
7/12/23 SmartApps Cloud – Summer ‘23 Release
Quick Links
Employee Productivity
Genesys Cloud Participant Data
When Site Parameter 1018 is enabled, numerous participant attributes are set on the Genesys Cloud conversation, viewable on the Interaction detail view. In this release, additional parameters have been added to provide authentication details for the conversation.
Parameter | Description |
SmartApps System Authentication Status | For interactions which are handled by SmartApps Cloud IVR (Authentication, Proactive Information, Teller) and Smart Bot, this will provide the interaction’s final authentication status. Authentication status text is controlled in Site Manager -> Screen Pop -> Global Setting -> Authentication Status Text Settings. For example: Not Authenticated or Authenticated |
SmartApps Agent Authentication Status | For interactions which are handled by an agent, this will provide the interaction’s final authentication status as performed by the agent. Authentication status text is controlled in Site Manager -> Screen Pop -> Global Setting -> Authentication Status Text Settings. For example: Manual Authentication or Manual Fail |
SmartApps Agent Authentication Details | For interactions which are handled by an agent, this will contain a comma-separated list of authentication methods used by the agent to authenticate the member. This includes selections in the Security Details page, two factor authentication attempts, and voice biometric attempts. For example: Two-Factor SMS, Primary Member – socialSecurityNumber, Primary Member - dateOfBirth |
Streamlined Authentication
Voice Biometrics
In this release, there are agent experience improvements in handling both voice biometric registration and authentication. In addition to Daon IdentityX support, Illuma Labs was added for Agent-based passive voice authentication. Nuance Gatekeeper is planned for Fall ’23 and we are considering Pindrop based on some recent credit union inquiries.
Self Service
PIN Activation and Force PIN Change
Self-service PINs are a typical identifier used for member authentication in self service. This is different than the Card PINs used for withdrawing funds or other ATM services. With this release, credit unions can configure SmartApps to take the member through the PIN activation and force PIN change processes. This process can be enabled after authentication before proceeding to Screen Pop, Proactive Info, Smart Bot, and now Teller. As a credit union, you can control all aspects of the PIN including length and restrictions to not allow PINs in sequence, repeating digits, based on birthdays, etc. It also handles the various ways to determine a member needs to activate their PIN or reset their PIN based on the differences between supported cores.
Smart Bot
Smart Bots is a new offering on the SmartApps Cloud platform providing credit union members consistent self-service options through voice and chat conversational interface. Built on top of the SmartApps Cloud platform, it will provide additional self-service capabilities to the member while taking advantage of SmartApps Cloud platforms streamlined authentication, fraud prevention, and employee empowerment capabilities. While the biggest benefit of a conversational assistant is to assist the member efficiently in a self-service mechanism, it provides a seamless experience when escalating to a live person is necessary.
Account Self Service
Smart Bot provides real-time access for the member to perform transactions on behalf of the credit union member. Below are the transactions available in this release with many more planned for upcoming releases including account transfers, payments, and much more.
Name | Description |
| Authentication | Unified authentication across all SmartApps Cloud platform. Utilizes the same authentication used for screen pop and proactive information. |
| Savings | Savings account information including balances, interest rates, recent deposits, recent withdrawals, and recent transactions. |
| Checking | Checking account information including balances, interest rates, recent deposits, recent withdrawals, recent cleared checks, and recent transactions. |
| Loan | Loan details including balances, interest rates, available credit, recent payments, and recent transactions. |
| Mortgage | Mortgage details including balances, interest rates, escrow, recent payments. |
| Credit Card | Credit card details including balances, interest rates, available credit, recent transactions. |
Seamless Transition to Genesys Cloud
In the cases where the bot is unable to handle the member’s inquiry, the engagement will escalate to an MSR. When the MSR receives the engagement, details are provided to remove the necessity to repeat questions or authentication processes. The interaction escalates through Genesys as a Genesys call interaction which can be routed to a configurable queue. Upon connecting to an MSR, this information is additionally provided:
- Member profile information should the member been identified or authenticated
- Authentication status
- Reason for Transfer (failed authentication, no savings account)
- View historical engagements from all channels
Teller
Teller is a bank by phone solution providing credit union members 24x7 phone access to typical banking transactions. Built on top of the SmartApps Cloud platform, it provides self-service capabilities to the member while taking advantage of SmartApps Cloud platforms streamlined authentication, fraud prevention, and employee empowerment capabilities. While this solution is new to SmartApps Cloud, the solution is built using the SmartApps on-premises Smart Teller approach as the solution model. For credit unions moving from PureConnect to Genesys Cloud, the configuration and capabilities will look very similar with some improvements appropriate for cloud architecture. The near-term roadmap includes migration tools to ease the process of moving from PureConnect + Smart Teller on-premises to Genesys Cloud + SmartApps Cloud Teller taking full advantage of the existing configuration for Core Account Types, Activity Mapping, Teller menu tree, Teller features, and prompts.
Account Self Service
Teller allows members to perform transactional operations like balance information, recent transactions, funds transfer, making payments, and much more. With this release, we are providing beta access to get credit union feedback on the available capabilities along with those in progress for Fall ’23. Below is a list of available capabilities with new additions being added for the beta. All listed capabilities are planned to be fully released in Fall ’23 release though this is not guaranteed. Contact Michael Shrall at michael.shrall@ttecdigital.com if you are interested in being part of the Teller beta program.
Name | Description |
| Authentication | Authenticate member using member number, Social Security number, birthdate, PIN, and driver’s license number. |
| Savings | Savings account information including balances, interest rates, recent deposits, recent withdrawals, and recent transactions. |
| Checking | Checking account information including balances, interest rates, recent deposits, recent withdrawals, recent cleared checks, and recent transactions. |
Loan | Loan details including balances, interest rates, available credit, recent payments, and recent transactions. |
| Mortgage | Mortgage details including balances, interest rates, escrow, and recent payments. |
| Credit Card | Credit card details including balances, interest rates, available credit, and recent transactions. |
| Balance Summaries | Provides member balance information at a glance across specific account types (checking, savings, loans) or across all accounts for quick balance insight. |
| PIN Management | New members are taken through PIN activation procedure. Existing members can be forced to change their PIN by the credit union, or the member can change their PIN on demand through Teller. |
| Menu Builder | Build your bank-by-phone menu to match your current system or to enhance upon with the new available capabilities. Easy to use configurable control of menu tree options with support for both static and dynamic menuing. Dynamic menu prompts the member with personalized menus based on their open accounts. |
| Expert Mode (Beta) | Expert mode provides quick access to specific bank-by-phone features without having to navigate a menu system. This is perfect for your expert member users who want quick access to specific information like recent credit card charges or checking balance information. |
| Fund Transfers (Beta) | Providing transfers between different entities within the same account including transfer to and from checking savings, and loans. Initial release will support transfers within one account with plans to add account to account (external) transfers in Winter ’24. |
| Payments (Beta) | Make payments to loans, credit cards, and mortgages. |
| Check Management (Targeting Fall '23) | Check management includes putting a stop on a check payment, check status for a specific check, and check status for a range of checks. |
| Withdrawals/Advances (Targeting Fall ‘23) | Withdraws funds from checking or saving send to a member through mail or take an advance from a credit card or loan to checking or savings. |
| Card Management (Targeting Fall ‘23) | Card management includes activating ATM, check, debit or credit cards and blocking cards individually or all together. |
Seamless Transition to Genesys Cloud
In the cases where Teller is unable to handle the member’s inquiry or there was an issue completing the transaction, the call will escalate to a member service representative (MSR). Upon accepting the call, the MSR is provided following information is provided:
- Member profile information
- Authentication status
- Reason for transfer – Last completed transaction performed or reason for failure (ex: Recently Cleared Checks, Failed Force PIN Change)
- View historical engagements from all channels
Insights
Two-Factor Authentication Report
The Two-Factor Code report has been enhanced to include “Two-Factor Code Failed” and “Two-Factor Not Received” actions in the case of failed attempts to use the temporary code.
Core Specific
XP2
XP2 is now supported for the full SmartApps Cloud platform, Screen Pop, Proactive Information, Fraud Prevention, and Member 360.
Symitar HB Mode
Symitar’s HB Mode is intended to control Home Banking and Phone Access all in one setting. Some credit unions want the HB Mode to only apply to Home banking or digital banking and not apply to the IVR access. A new site parameter, 1033, when enabled will ignore the HB Mode setting and allow the member access to Proactive Information, Teller, and Smart Bot.
Symitar Passcode – REFERENCE
Passcode or Passphrase is used as another way to authenticate the member manually. An additional option, Site Manager -> Screen Pop -> Global Settings -> Passcode Settings, was added to pull from REFERENCE (Field Number: 009).
3/21/23 SmartApps Cloud – Spring ‘23 Release
Quick Links
- Employee Productivity
- Streamlined Authentication
- Core Specific
Employee Productivity
Dormancy Account Exception
When a member’s account or share is determined to be dormant according to the Core, special routing can be defined to transfer the interaction to an MSR. When the interaction is transferred, the agent will see the interaction was transferred because of a Dormant account within the header.
Member 360
Numerous capabilities have been added to Member 360 including the following:
- Corelation Keystone and Fiserv DNA are now supported.
- Members identified as employees within the Core are now excluded from importing. This is to ensure there isn’t a conflict in employees who are configured as users within Genesys Cloud.
- Within Site Manager, Member profiles can be bulk loaded into Member 360. Through the UI, upload a CSV file which has only one column containing the Member number. You can control how many members are loaded concurrently along with seeing the results of the upload. A full Member initial upload is only required to be run once and then subsequent uploads would only need the new members. Below is a screen shot of the Site Manager configuration.
SymXchange Additional Search
Numerous new search terms were added to allow an agent to search for a member including MICR, member name and SymXchange Lookup field. SymXchange Lookup field can be configured in Symitar on the field to lookup. One typical use of this is to search by phone number.
Streamlined Authentication
Voice Biometrics
SmartApps is introducing Voice Biometrics to be able to authenticate a member using the Member’s voice. The first phase of Voice authentication is to allow an agent to register a member’s voice as they talk with the agent and then in subsequent calls, use their voice to authenticate using the voice print.
Within this release, we support Daon and Illuma Labs biometric applications. The applications are purchased separately. SmartApps User 3 is required for this feature.
We are looking for customers interested in trying out the new capabilities. Contact Michael Shrall at Michael.Shrall@ttecdigital.com for additional information.
Email-Based Two-Factor Authentication
In addition to SMS based Two-Factor Authentication, an email to the member with a temporary code used to authenticated themselves. This is available in the same location to send SMS to a member’s cell phone. To send the email on-behalf of the credit union’s email domain requires additional configuration and permissions.
Core Specific
XP
We have added support for XP2 for Screen Pop only capabilities. Proactive Information, Fraud Prevention, and Member 360 support will be added in Summer ’23 release.
1/24/23 Update: SmartApps Cloud – Winter ‘23 Release
Quick Links
- Quarterly Release Plans
- Employee Productivity
- Member Experience
- Configuration & Insights
- Core Specific Updates
Quarterly Release Plans
SmartApps Cloud continues to deliver releases on a quarterly basis. With each release, we will follow these specific steps:
- Send communication which includes details on the upcoming release
- Communicate deployment schedule (we will provide this roughly three weeks before the target go-live date)
- UAT Update – Date/Time when the SmartApps Cloud UAT will be updated, allowing your team to test out new capabilities before they are pushed into production
- Production Update – Date/Time when the SmartApps Cloud Production environment will be updated
- Communicate special consideration(s) – Any criteria or details which should be considered when this release is coming out, such as changes in the SmartApps Agent Client Addin, which could require updated training for your employees
Employee Productivity
Frozen Account Management
When a member’s account is in a frozen state, the member should not be able to interact with their account or perform any type of transaction. With the update in this release, these situations can now be managed through a configuration within Site Manager as an account exception, like bankruptcy, collections, etc.
Transfer Content
When a member interaction is delivered to an agent and the member has an account exception, like collections or bankruptcy, this information will now be shown to the agent in the client header.
SymXchange Additional Search
Numerous new search terms were added to allow an agent to search for a member. These include ATM card number, credit card number, and debit card number. In the next release, MICR, member name and SymXchange Lookup will be added to complete the search capabilities.
Member Experience
External Account Support
Many credit unions use external systems to manage mortgages, loans, and credit cards. These solutions will typically push some information about these accounts into the Core. For those accounts, SmartApps can extract information to determine account exceptions (like collections), show account information to the agent when opening the member profile, and play information proactively within a Proactive Info profile.
Configuration & Insights
Reporting
We have added some additional reports in this release. Below is a list of the reports accessible through SmartApps Cloud Site Manager.
- General
- SMS Two-Factor Detail – Provides detail information on Two-Factor SMSs delivery
- Proactive Info
- Transfer by Destination – Shows summary of transfers based on the destination for Proactive Info profiles
- Screen Pop
- Transfer by Destination – Shows summary of transfers based on the destination for Screen Pop profiles