Case Study: MSU Federal Credit Union achieves 98% member request resolution with boost.ai

Meet Fran, the Credit Union virtual agent with a 98% resolution rate

MSU Federal Credit Union needed a better way to deliver 24/7 member support while maintaining the high service standards its team promised. To solve this, the credit union partnered with boost.ai to implement its conversational AI platform and virtual agent, Fran, for member service and support.

With boost.ai, Fran now handles more than 20,000 messages per month, manages about 75% of member conversations, and achieves a 98% resolution rate. The AI agent covers more than 4,000 intents, performs transactions for authenticated members, and even helps with card locking and unlocking outside business hours, delivering the work of roughly 55 FTE while freeing employees for more complex, high-value service.

MSU Federal Credit Union

Sam Kirkey

eServices Specialist