Case Study: Peak Credit Union improves call quality with Capacity

Peak Credit Union cuts chatbot confusion by 75% with Capacity

Peak Credit Union, a community credit union serving over 250,000 members, faced a challenge in gaining a complete understanding of its member experience. Relying on low-response surveys and a limited traditional QA process, they were missing insights from the majority of their members. To address this, they partnered with Capacity and implemented its conversation intelligence platform.

Capacity's solution automatically analyzed every member conversation to uncover key drivers of satisfaction and dissatisfaction. This enabled targeted agent coaching and process improvements. The results included a 31% increase in agent use of acknowledgment language, a 50% reduction in rep confusion, and a 75% decrease in chatbot uncertainty. Capacity provided the credit union with the timely insights needed to deliver an exceptional member experience.

Peak Credit Union