Case Study: BCU Credit Union saves over $100K annually with Capacity Auto QA

BCU Credit Union saves $100K+ with Capacity Auto QA

BCU Credit Union, a top U.S. credit union, faced the challenge of gaining deeper insights from member interactions to improve their Net Promoter Score and operational efficiency. They needed a structured way to convert member feedback into actionable data to enhance the member experience and shift more support to self-service channels. To address this, they implemented Capacity’s AI-powered conversation intelligence platform.

Using Capacity’s solution to automatically analyze 100% of calls and chats, BCU transformed its voice-of-the-member data. This enabled them to identify call drivers, improve their chatbot, reduce compliance risks, and automate agent performance tracking. The results were significant, including a 10%+ increase in self-service adoption, over $100,000 in annual labor savings, and a reduction in agent attrition to a best-in-class rate of 10%.

BCU Credit Union