Skipper, Our Digital Assistant
Calling Sound Will Be Easier!
Meet Skipper, our new digital assistant. Very soon, calling Sound will be easier! Just say what you need instead of navigating menus.
Bank by phone with Skipper
Sound’s new digital assistant, Skipper, is in training and will be available in the coming weeks to help you bank-by-phone. No more guessing prompts or listening to long menus. Just say what you need, and Skipper will guide you.
If you’re a frequent caller, you’ll notice a change to the phone menu. When greeted by Skipper, all you need to do is ask your question and it will be answered.
- Account-specific transactions can be performed only after you securely access phone banking or provide your PIN during a call session.
Though Skipper will be a great help, we know there are situations when you’ll need assistance from a human. Skipper will know when a representative is needed to assist you further. Respond “yes” when Skipper suggests a representative and you’ll be transferred during business hours. After-hours, members will be directed to leave a voicemail.
This support enhancement will not replace the Contact Center Representatives you know personally and offer consistent service. Skipper is an extension of the team to assist you faster and enhance your experience at Sound.
Chat online with Skipper 24/7
Skipper will also be available to chat any time on soundcu.com (via the chat bubble found in the bottom-right of your browser window) and from within Online Banking and the Mobile App.
You can ask questions, get answers, and if you need additional assistance, Skipper can connect you to a local, human representative of Sound during business hours.
How Can Skipper Help?
Skipper, our Digital Assistant will be available 24/7 to help you quickly get answers to your banking questions, either by phone or chat.
What is my account balance?
When is my loan payment due?
How do I report fraud on my credit card?
I forgot my password. How can I login?
How to Enroll
Have your account number handy and call Sound: 800.562.8130
Simply state “check my balance” and Skipper will assist you through the enrollment process. You must be calling from a phone number listed on your Sound account.
Skipper will ask for your account number and access code. Since this is your first time enrolling, say “I don’t have an access code” or press 1 to set your code. This is a one-time set up.
Skipper FAQs
No, Skipper is not human. Skipper is a digital assistant trained to answer general questions and provide resources for fast and easy self-service.
Members can still connect with a real, live human representative by phone, live chat or in person at a local branch. We encourage you to give Skipper a try. From there, you can ask for an agent anytime during business hours.
Sound’s Contact Center receives hundreds of calls every day, many from members asking routine questions. While we’ve expanded our Contact Center resources, wait times can escalate quickly, causing frustration. Having Skipper available to field frequently asked questions and routine account transactions just makes sense. Skipper will not only provide answers quickly, but will also free-up representatives to assist with more complex account-related questions.
Skipper will continually learn and receive routine updates to ensure members have answers to trending and frequent requests. If Skipper is unable to assist, you’ll receive options for contacting a Sound representative.
Sound takes security very seriously and we’ve taken several measures to ensure members’ safety and privacy is protected. This includes encrypting all traffic and data and maintaining high authentication standards. Rest assured your communication with Skipper is secure!
Yes! Once you’re authenticated with your PIN during a call session, Skipper can guide you through checking your balance, transferring money and even applying for a loan.
Skipper can answer common questions and guide you through account services such as:
- How can I report fraud on my credit card?
- How do I apply for a loan?
- What is my account balance?
- I forgot my password – how can I login?
- What is my account number?
- When is my loan payment due?
Chat with Skipper 24/7/365
Click the chat bubble found in the bottom-right of your browser window.
Skipper, Sound’s Digital Assistant, is available to chat with you 24/7 from our website or within Online & Mobile Banking. And coming soon, by calling 800.562.8130. You can ask questions, get answers, and if you need additional help, you can easily transfer to a local, live Sound agent during business hours.
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