Frequently Asked Questions about Penny

Q: Why is MCCU adding a “virtual assistant” or “website chatbot” (Penny)?

A: Penny will help us deliver an even better member experience. Penny can serve you 24/7/365, whenever the time is best for you. There’s no wait time, and you can get answers to frequently asked questions, right from each page of our website.

Q: What types of things can Penny assist with?

A: With Penny, you can do a lot:

• Get answers to frequently asked questions
• Be directed to relevant information on our website
• Learn more about what you can do within online banking
• Get information about products and services, with links to apply online
• And much more!

Q: What if I can’t get the answer I’m seeking?

A: Penny won’t have all the answers; specialized topics will require support from one of our human team members. If that happens, Penny will help you connect with a human team member through an appropriate channel (phone, video banking, live chat, etc.) during regular business hours.

Q: What if Penny doesn’t understand my request?

A: Penny will ask you for clarification up to three times. If the request still needs to be clarified, Penny will direct you to a human team member who can assist you.

Q: How many questions can I ask Penny?

A: You can ask as many questions as you’d like!

Q: Do I have to wait for assistance from Penny?

A: Nope! There are no limitations on how many members Penny can help at any time. She’s a great multitasker.

Q: Is my information secure through Penny?

A: The service is secure, and personal information is safe. However, we ask that you don't share your account number, username, PIN, or full social security number in a chat.

Access to Penny is subject to the availability of the internet, cell phone network coverage and plans, and typical service interruptions stemming from your providers or the credit union's providers.