Key results
Faster Handle Time
27%
Escalation Reduction
15%
Engagement Rate
97%
Result highlights
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The story
A national member-owned credit union with over $6 billion in assets serving 360,000 members through partnerships with major employers like Target and GEICO.
Service teams struggled to manage interactions across 12 to 15 disconnected systems, while a legacy chatbot relying on 1,000 hand-built intents...
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Quotes
“It was like watching a duck glide across a pond — calm on the surface but paddling frantically underneath.”
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The company
BCU
bcu.orgCredit union offering banking, loan, and investment services for members.
IndustryFinancial Services
LocationVernon Hills, IL, USA
Employees251-1K
Founded1981