Eltropy Acquires Marsview AI to Help FIs Further Automate the Contact Center

Ashish Garg

Eltropy, the industry-leading Digital Communications platform for financial institutions, today announced the acquisition of Marsview.ai, the AI platform for conversational intelligence. By layering Marsview’s AI technology on top of Eltropy’s platform, Credit Unions and Community Banks have access to a single solution combining both human and virtual agents to deliver the best digital experience for their consumers. Marsview automates the understanding of consumer intent in Text, chat, video and voice so agents can quickly route consumers to the appropriate person or department, automate time-consuming tasks, and offer 24/7 support, even when agents are offline.
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Rather than juggling multiple vendors, Credit Unions and Community Banks can now use Eltropy to meet all of their digital communication needs. Eltropy already enables financial institutions to connect with consumers in the channel of their choice—whether that’s via Text messaging, phone, video, Secure Chat or in branch. The addition of Marsview’s advanced conversational AI helps financial institutions further streamline responses to common consumer questions, such as inquiries about account balance and routing numbers. The end result is a seamless, customized digital experience that in turn improves CSAT scores.

“The challenge for financial institutions today is being able to quickly address consumer needs across a variety of new digital communication channels without adding more staff,” says Ashish Garg, Eltropy Founder and CEO.

As a result of the Marsview acquisition, Credit Unions and Community Banks will enjoy the following AI-powered capabilities in everyday interactions with consumers within the Eltropy platform:

• Deliver seamless omnichannel experiences on all interactions with consumers. 
• Understand the consumer intent to resolve issues, complete transactions and intelligently transfer requests to human agents.
• Resolve consumer inquiries, perform tasks such as data collection, information dissemination and password resets, and handle questions with a human-like conversational experience to provide 24/7 support.
• Detect consumer sentiment, mood and emotion to help agents get real-time guidance and step-by-step assistance.
• Automate speech recognition and biometrics-based authentication to ensure consumer privacy and access.
• Detect relevant keywords, phrases and topics to personalize recommendations and offer tailored experiences on consumer issues.
• Detect and redact occurrences of Personally Identifiable Information (PII), such as credit cards, passwords and social security numbers in chat conversations, customer emails, support tickets and more to help protect privacy and comply with local laws and regulations.
• Analyze calls and chats to provide actionable insights and enable data-driven decisions.
• Help contact center managers learn about customer interactions and journeys to improve call quality and outcomes.

​“The widespread digital transformation taking place in today’s market, offers an opportunity for financial institutions to leverage the power of AI,” said Murali Mahalingam, Marsview CEO.

The Marsview acquisition closely follows Eltropy’s acquisition of Video Banking leader POPi/o and bolsters Eltropy’s efforts to build an all-encompassing digital communications platform for Credit Unions and Community Banks. By combining forces with Marsview, Eltropy offers Credit Unions and Community Banks cutting-edge, AI-powered technology needed to strengthen customer relationships, balance staff across multiple locations and deliver the highest standard of personalized service that today’s consumers expect.
To learn more about Eltropy’s acquisition of Marsview, please visit: https://eltropy.com/marsview/.

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