Case Study: Advia Credit Union achieves 75% contact center deflection and $400,000 annual cost savings with Genesys DX

Bringing concierge customer service to members

Advia Credit Union, which serves more than 170,000 members across Michigan, Wisconsin and Illinois, faced fragmented legacy systems and rising contact volumes after rapid growth. Multiple points of contact and an expensive third‑party webchat left members frustrated and the in‑house team overwhelmed, prompting the credit union to seek a more efficient, accountable support model.

Advia implemented Genesys DX and launched Ava, an AI‑enabled chatbot, brought live chat back in‑house, and updated its FAQs and ticketing for after‑hours service. The multichannel solution centralized member communication, achieved a 75% deflection rate, reduced agent speed of answer to 15 seconds, and is estimated to save about $400,000 annually while delivering faster, more convenient service.

Advia Credit Union

Rey Chavez

Director of the Member Contact Center