Improve the speed and quality of your stakeholder communications using AI built into Membes AMS

Responding to member enquiries is a major administrative load for associations.

Now, an AI powered "Assistant” built into your Membes AMS can propose detailed and thoughtful responses to your member and stakeholder enquiries, ready for you to review, modify and send within seconds. This not only improves efficiency, it also lifts the consistency of your member communications and the quality of service delivered.

This AI powered Assistant was launched over six months ago and many associations using Membes AMS are already benefiting from the opportunity to save significant staff time and deliver better communications to their community.

Here, we’ll show you how the AI Assistant works, and how easy it is to get started. Once you’ve seen it in action, we’re confident you will agree this is a development for your organisation that you can’t ignore or delay.

How it works

First, you train your AI Assistant, just like a new employee. This will ensure it’s provided with the level of information it needs to effectively respond to your member enquiries.

1. Give your AI Assistant the right tools

Start by allowing your AI Assistant access to key information about your association. For example, website content, events, news items, jobs boards, brochures, collateral and all information necessary for your Assistant to provide informed responses. Imagine you’re training a new staff member, and you want them to know everything about your association to understand what you do, your purpose, member needs, your tone of voice (e.g. friendly, helpful, technical or layman language, educational etc), what your brand stands for, and anything else you think is important.

2. Give your AI Assistant work experience - learning on the job

As you start receiving enquiries into your AI enabled Service Desk (where your AI Assistant lives), you can choose either a manual reply (you just write the reply yourself), or an “Assisted” reply. By selecting Assisted reply, the enquiry is passed to your AI Assistant. Your AI Assistant then uses all the information you have given it to propose a detailed and thoughtful response. If you are happy with the response, you just hit send and move onto the next enquiry, or if you are not totally happy with the response you can modify it before hitting send. Modified responses go back to the AI Assistant to train it further and help it get better at responding to enquiries.

3. Your AI Assistant is now fully trained and ready to go it alone

After 3-6 months of training, your AI Assistant will have handled a wide range of member enquiries, drawing on a bank of data and a growing library of finessed responses. You might be surprised to see how comprehensive, and customer focused the responses have become. That’s because time is of no consequence to your AI Assistant. Unlike a human staff member, its responses are automated and take just seconds. Responses are now also more accurate and consistent.

Your staff are now freed up from both the doing and the supervising and can focus on other value-add activities.

Let’s look at an example

A member submits an enquiry asking for information about one of your events coming up later in the year.

Scenario 1:

A busy staff member replies to an enquiry, with a short message and a link to a webpage where the member can locate the requested information. Member clicks the link, reads the content and finds the answer to their question.

Member experience: OK. The response was fast but basic, lacking personal connection with your association.

Staff experience: Poor. Repetitive, menial tasks like this prevent them doing more meaningful work to understand member needs and deliver extra value.

Scenario 2:

A busy staff member, takes the time to prepare a more comprehensive response, locating and selecting key information and providing links to specific details. This takes more time to create the response - plus, extra time for this enquiry to reach the top of the priority list.

Member experience: OK. The response was friendly, thorough and specific, but slower than the member expected.

Staff member experience: Poor, and worse than scenario 1, time-consuming and further impacting their ability to perform higher value work.

Scenario 3:

The AI Assistant replies in seconds, pulling relevant information to give comprehensive and specific information as well as proactively offering related content. The language is friendly, member-focused and clear.

See for yourself how simple it is:

Member experience: Great! A fast, personalised, thorough response that raised the member’s perceptions of association value.

Staff member experience: Also great. Enquiry dealt with in a single click with zero effort. The staff member had been wanting to introduce a new initiative that they know members will value. With many hours per week saved in answering enquiries, they now have time to implement the new program.

AI is moving fast.
Why you need to start now.

AI is now embedded in many workplaces and evolving rapidly. Membes has been helping customers harness AI for almost 2 years, and we want to ensure that none of our customers are left behind.

If you want to unlock the full benefits of an AI Assistant, now is the time to start. With a solid 3–6 months of training and refinement, you’ll be ready to start the new year with:

• A dedicated, always-on service assistant that understands your association inside out, and delivers an improved member experience

• a team that’s excited about the opportunity to focus on connecting in more meaningful ways and delivering greater member value.

Ready to get started?

You can find more information in the Membes AMS user guide or reach out to the Membes Help Desk for assistance if needed.