Case Study: PSECU achieves a frictionless, scalable digital member experience with Glia

Delivering a Frictionless Credit Union Member Experience

PSECU, the largest credit union in Pennsylvania with $5B+ in assets and 450K members, operates a digital-first model and faced the challenge of exceeding members’ online expectations, increasing new-member acquisition and loan applications, and enabling agents to serve a growing member base. To address these goals, PSECU partnered with Glia to deploy its Digital Member Service Platform.

Glia implemented chat, AI-powered Virtual Assistants and Intelligent Operator Assistants, plus Live Observation and CoBrowsing—quickly integrating into PSECU’s online and mobile banking—to proactively guide members and scale agents. The Glia solution reduced average handle time by 18 seconds, drove 160% year-over-year growth in digital engagements, and increased completed online applications by 1.5x.

PSECU

George Rudolph

President