Case Study: Indiana Members Credit Union elevates member engagement with Agent IQ’s Lynq platform

A relationship-focused approach to digital banking

Indiana Members Credit Union (IMCU) faced a challenge when its existing chat service was phased out, leaving it with a basic system that no longer met its needs for digital member engagement. Seeking a more personal and comprehensive solution, IMCU selected the Lynq platform by Agent IQ to help establish a robust digital relationship banking model.

Agent IQ's solution was implemented with a speedy rollout, including both unauthenticated chat and an authenticated service named CharlieChat. The results were remarkable: the platform scaled to allow three agents to support approximately 30,000 members, 36% of all digitally active members embraced the service, and about 50% of engagements are now handled through AI self-service. Agent IQ's platform significantly elevated IMCU's member engagement, providing cost efficiencies and a superior experience for both members and staff.

Indiana Members Credit Union

Robin Binford

AVP, Member Services