Renee Lum

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  www.speechtechmag.com/Newsletters/STNewsletter.aspx?New - [Cached Version]
  Published on: 5/1/2005    Last Visited: 9/3/2007  

  Renee Lum, AVP/manager of American Savings Bank's Customer Service Center, explains that "when we planned a speech-based system to offer customers easier and more convenient services, we wanted to speak with a voice that was local to Hawaii."

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  www.hei.com/hoahana/2004.Q3/06hoahana.html - [Cached Version]
  Published on: 1/1/2004    Last Visited: 3/4/2007  

  "The newly deployed speech-enabled application from Intervoice is a really convenient option for customers to use the telephone," said Renee Lum, Assistant Vice President and Manager of American Savings Bank's Customer Service Center."Customers like the new application - it's fun and new.Usability testing was paramount in ensuring that customers would use the automated system and it has been very successful thus far.We want our customers to use this application as it's available on a 24/7 basis and is a cost effective and efficient way of providing them with information," added Lum.
  
  Successful speech-enabled applications depend on designing a positive user experience.The goal is to leave callers feeling that their interactions with automated systems are effective, efficient, pleasant and trustworthy.The application deployed at American Savings Bank uses a local female voice talent that greets callers with 'Aloha' and 'Mahalo' and a local dialect.
  
  "It's world-class technology, but from the users point of view, it feels purely home- grown," said Lum.
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  We want our customers to use this application as it's available on a 24/7 basis and is a cost effective and efficient way of providing them with information," added Lum.
  
  Successful speech-enabled applications depend on designing a positive user experience.The goal is to leave callers feeling that their interactions with automated systems are effective, effi-cient, pleasant and trustworthy.The application deployed at American Savings Bank uses a local female voice tal-ent that greets callers with 'Aloha' and 'Mahalo' and a local dialect.
  
  "It's world-class technology, but from the users point of view, it feels purely home-grown," said Lum.

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  pacific.bizjournals.com/pacific/stories/2004/09/20/dail - [Cached Version]
  Published on: 9/20/2004    Last Visited: 9/22/2004  

  "This will help customers who are looking for a quick balance check while their hands are occupied, such as while they're driving," said Renee Lum, assistant vice president and manager of the bank's customer service center.

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  ASB > Press Release - [Cached Version]
  Published on: 8/12/2004    Last Visited: 9/6/2006  

  ,We,re trying to pave the way for more convenient and efficient banking by phone,, said Renee Lum, AVP/Manager of American Savings Bank,s Customer Service Center. ,We understand our customers are busy and are often banking while doing other errands.Voice commands make it easier for customers to get an account balance or transfer anytime, even while on the go.,
  
  ,This will help customers who are looking for a quick balance check while their hands are occupied, such as while they,re driving.Some may just find it more convenient than the touch-tone system,, said Lum.

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  American Savings Bank Deployed Speech-enabled Banking... - [Cached Version]
  Published on: 8/3/2004    Last Visited: 8/4/2004  

  "The newly deployed speech-enabled application from Intervoice is a really convenient option for customers to do telebanking," said Renee Lum, AVP/Manager of American Savings Bank's Customer Service Center.
  
  "Customers like the new application - it's something fun and new.Usability testing was paramount in ensuring that customers would use the automated system and it has been very successful thus far.We want our customers to use this application as it's available on a 24/7 basis and is a cost effective and efficient way of providing them with information," added Lum.

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  Award-Winning Intervoice Customer to Discuss... - [Cached Version]
  Published on: 2/1/2005    Last Visited: 9/22/2005  

  Renee Lum, AVP/Manager of American Savings Bank's Customer Service Center, will speak to their award-winning telebanking application from Intervoice that uses a local female voice talent that greets callers with a regional dialect and salutations such as 'Aloha' and 'Mahalo' in order to project a local image.

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  Business - Movers & Shakers - July 1999 - [Cached Version]
  Published on: 7/1/1999    Last Visited: 6/15/2001  

  Johnen Akiona , Renee Lum , Earlene Nakachi , and Craig Togami have been named assistant vice presidents at American Savings Bank.
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  Lum was customer service center manager and will continue in that area.

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  Computerworld - Smart Talk - [Cached Version]
  Published on: 9/15/2005    Last Visited: 8/25/2007  

  "Our local competition doesn't have speech, so it was an opportunity to be first," says Renee Lum, assistant vice president and manager of the bank's customer service center.
  
  Lum brought in Dallas-based InterVoice Inc. to help develop its virtual agent and tune the system."The personality for the voice was very important.We got down to her age, her hobbies and how many kids she had," says Lum.ASB then hired professional talent to record the voice and worked with InterVoice to develop the dialogues."There were a lot of tuning cycles," Lum says.
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  Those customers have memorized the touch-tone options and in some cases may not even realize that a new option exists, Lum says.

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  Financial Technology Network > Contact Centers >... - [Cached Version]
  Published on: 3/28/2004    Last Visited: 11/20/2004  

  Renee Lum, Assistant VP/Manager, Customer Service Center, American Savings Bank (Honolulu)
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  Renee Lum, American Savings Bank: The role of the contact center is evolving through promoting use of self-service vehicles including ATM, IVR ,interactive voice response, and online banking.
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  Lum, American Savings Bank: Our bank converted to VoIP in April 2003 and our call center converted to VoIP in December 2003.
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  Lum, American Savings Bank: We do not outsource to offshore contact centers.We have found that our customers like dealing with the local bank.

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  First Financial Institution in Hawaii Deploys... - [Cached Version]
  Published on: 7/27/2004    Last Visited: 7/27/2004  

  "The newly deployed speech-enabled application from Intervoice is a really convenient option for customers to do telebanking," said Renee Lum, AVP/Manager of American Savings Bank's Customer Service Center."Customers like the new application -- it's something fun and new.Usability testing was paramount in ensuring that customers would use the automated system and it has been very successful thus far.We want our customers to use this application as it's available on a 24/7 basis and is a cost effective and efficient way of providing them with information," added Lum.

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