Case Study: Stanford Federal Credit Union boosts digital member engagement with Agent IQ

Stanford FCU transforms alongside its tech-savvy members

Stanford Federal Credit Union (SFCU), a tech-savvy financial institution, sought to revolutionize its member experience by moving away from dated secure messaging. The credit union partnered with Agent IQ to enhance communication, offer 24/7 service access, and align with the asynchronous messaging preferences of its members.

Agent IQ implemented its Lynq platform, which provided AI-augmented personal banking features and a unified communication channel with chat, video, and co-browsing. This solution delivered significant results for SFCU, including a sustained 55% reduction in overnight call center volume and a 30% reduction in secure messaging. The AI assistant, "Stan," also handles 45% of all chats without human intervention, leading to major cost savings and improved member satisfaction.

Stanford Federal Credit Union

Deena Otta

Senior Vice President