Ankur Patel interviews Hashim Forrester, SVP of Remote Service Delivery at Wescom Financial — one of the largest credit unions in Southern California. Hashim brings three decades of operations and service delivery experience, and his team has become the trailblazers for AI adoption at Wescom — running Copilot in production, deploying intelligent virtual assistants on the phone system, and building out AI-driven quality assurance.

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Guest: Hashim Forrester, SVP of Remote Service Delivery, Wescom Financial
Host: Ankur Patel, CEO & Founder, Multimodal

0:00 Introduction: Meet Hashim Forrester
1:02 Inside Wescom's remote service delivery
1:54 From single-channel to omnichannel banking
3:52 Volume across channels: 1M+ inbound calls
5:01 The Anywhere Branch
7:46 Omnichannel's knowledge problem
10:56 Rolling out Copilot
14:54 Why the first Copilot launch failed
17:25 Where Copilot ends and member data begins
20:46 Three years of intelligent virtual assistants
24:46 Moving QA from random sampling to 100% coverage
27:48 Prioritizing AI use cases: member-first, not tech-first
30:06 Build vs. buy
35:27 Driving real ROI
39:04 Closing the AI adoption gap
44:06 The future: agentic AI, but with humans in the driver's seat