Case Study: Corning Credit Union achieves top digital NPS and 58% chatbot self-service with Genesys

Corning Credit Union - Customer Case Study

Corning Credit Union, a $2.3B, 150,000-member financial cooperative, needed to modernize a customer experience hampered by an asynchronous messaging platform and pandemic-driven staff uncertainty. Members expected faster, real-time digital support while employees sought timely answers during remote work, so CCU needed a reliable live chat and knowledge solution that wouldn’t overburden its team.

CCU implemented Genesys live chat and a virtual assistant (plus an internal employee bot called Digit), launching an FAQ widget across web and mobile that routes to agents when needed. The bot handles about 1,500 monthly interactions with 58% self-service, contributing to zero member complaints, improved employee engagement, and a best-in-class digital NPS (top score among 122 credit unions).

Corning Credit Union

Chad Hassler

Supervisor Digital Services and Support