Case Study: MSU Federal Credit Union achieves automation of up to 2,000 internal interactions per month with boost.ai

US credit union automates up to 2,000 internal interactions per month with conversational AI

MSU Federal Credit Union, the largest university-based credit union with over 300,000 members, needed a faster, more consistent way for frontline staff to get answers without putting members on hold or calling internal support. To streamline internal support and speed onboarding, MSU Federal Credit Union piloted a virtual agent using boost.ai’s conversational AI platform to provide real-time, employee-facing assistance.

Working with boost.ai, MSU Federal Credit Union launched the no-code virtual agent in 10 days and rolled it out to 60 employees as a four-week pilot. The boost.ai solution integrated with SharePoint, allowed staff to preview documentation in-chat, and drove strong adoption—employee-perceived usefulness rose from 50% to 100% in four weeks, new-hire usefulness scored 75%, and the credit union estimated it could automate about 2,000 employee-to-employee interactions per month, delivering clear operational ROI.

MSU Federal Credit Union

Benjamin Maxim

Assistant Vice President of Digital Strategy