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.Go to main navigation