Case Study: West Community Credit Union boosts member growth with Capacity

West Community Credit Union empowers local communities through shared knowledge

West Community Credit Union, a Missouri-based financial institution with 9 branches and 25,000 members, wanted to better serve its community while overcoming the perception that local credit unions are less advanced than national banks. To give members and prospects faster access to information and help staff find answers more efficiently, WCCU implemented Capacity’s AI-powered chatbot and knowledge base.

With Capacity, WCCU uploaded website content and internal information so the chatbot could answer common questions for members, prospects, and visitors across web and mobile. The results were strong: the bot answers about 150 questions per week, achieved an 84% accurate answer rate on the last 2,100 inquiries, reduced phone bill expenses by 20%, increased branch employee NPS from 75 to 85, and helped drive more than 50% growth in total assets and a 7% increase in organic member growth.

West Community Credit Union

Jason Peach

President and CEO