Case Study: Pinal County Federal Credit Union expands member engagement with Agent IQ

An Iterative Approach to Maximizing Value in a Customer Engagement Solution

Pinal County Federal Credit Union (PCFCU) partnered with Agent IQ to extend its member experience digitally and compete with larger institutions. Their challenge was to deploy a comprehensive customer engagement solution in a way that was manageable for their size and resources, avoiding disruption to their existing services.

Agent IQ implemented its modular customer engagement solution through an iterative, agile approach. The initial deployment replaced an anonymous webchat, followed by a personalized mobile app (PCFCU Connect) and an AI-powered self-service feature. The results were significant, with 4% of members using webchat and nearly 2% downloading the mobile app. The AI self-service successfully handled 31% of webchat engagements, with 70% of those users completing their journey without needing a human agent. Agent IQ's solution provided deep insights into member needs and demonstrated that a gradual rollout leads to successful adoption.

Pinal Country Federal Credit Union

Tiffany Tipton

Vice President, Organizational Development