Case Study: Franklin Mint Federal Credit Union reduces call volume and boosts member self-service with Engageware's Banking Chatbot

Franklin Mint FCU Shares 5 Things About Engageware’s Banking Chatbot

Franklin Mint Federal Credit Union, a $1.5B asset institution serving 120,000 members in the Greater Philadelphia region, faced surging member inquiries and needed a scalable self-service channel to reduce strain on its Member Service Center. The credit union sought a solution that would quickly provide members with direct answers and cut call volume during a period of heightened demand.

They deployed Engageware’s Banking Chatbot on top of their existing Customer Self-Service platform, a one-line code drop that was implemented in about a week. The chatbot deflected what the team estimates to be hundreds of calls per day, increased member engagement by guiding users to the information they need, and—supported by a dedicated Customer Success Manager and added smart FAQs—helped double FAQ views and improve content continuously.

Franklin Mint Federal Credit Union

Mike Bunner

Vice President, Director of Digital Marketing