VeraBank says it is seeing efficiency gains from its implementation of Q2’s AI-driven assistant. 

Q2 Assistant is embedded directly into the Q2 product portfolio, Corey Gross, vice president and head of AI and data solutions at Q2 Holdings, told FinAi News.  

The first agent, launched on June 2, was Customer Care AI, which can: 

• Resolve login failures; 

• Reset passwords; and 

• Retrieve audit history.  

“Q2 Assistant is built on leading large language model technology, which we adapt for the specific demands of financial institution workflows,” Gross said. 

The Henderson, Texas-based VeraBank, an early adopter of Q2 Assistant along with Stanford Federal Credit Union, tracked manual clicks and time savings of Q2 Assistant throughout its beta testing, Jeremy Cartwright, senior vice president and digital experience officer of the $4.4 billion VeraBank, told FinAi News.  

With Q2 Assistant, manual clicks for tasks within the bank were reduced to an average of 1.27 clicks from 10.68 clicks, he said.  

“The average time saved per task was roughly 10 minutes,” Cartwright said. 

Other tasks are seeing more time savings.

For example, a treasury management officer might take 15 to 20 minutes to locate a payment. With Q2 Assistant, that transaction can be found in under two minutes, Cartwright said.  

Within the bank, which has more than 550 employees, Q2 Assistant is available to: 

• Q2 Console super users; 

• Treasury management support; 

• Treasury management officers and  

• Head of cards and support. 

Employee training for Q2 Assistant at VeraBank consisted of one 30-minute call to teach them how to access the tool, use it and submit feedback. 

The bank is also working to expand Q2 Assistant to card and payments and customer support teams, Cartwright said.

Editor’s note: FinAi News has corrected this story to reflect the title of Corey Gross as vice president and head of AI and data solutions at Q2 Holdings.

Register here for the FinAi Lending Summit, set for Oct. 7-8 in Las Vegas.