Case Study: Cabrillo Credit Union achieves faster member responses and 24/7 support with Comm100 Live Chat & AI Chatbot

How Cabrillo Credit Union is Transforming Member Engagement with Comm100 Live Chat & AI Chatbot

Cabrillo Credit Union faced the challenge of staying relevant and improving member engagement across the U.S. while reducing reliance on phone support. To offer a faster, more convenient channel for members of all ages, Cabrillo partnered with Comm100 to deploy Comm100 Live Chat and Comm100 AI Chatbot.

Comm100 implemented live chat across Cabrillo’s website and online banking, cutting average wait time to about 15 seconds versus 45–50 seconds by phone, and then added the Comm100 AI Chatbot to handle common FAQs and after-hours inquiries. The chatbot now manages roughly 30% of incoming chats with a 75–78% resolution rate, delivering 24/7 support, lowering agent workload, and driving year‑over‑year growth in digital engagement.

Cabrillo Credit Union

Kelli Davis

Assistant VP of Member Support