Case Study: PSECU achieves scalable member self-service and contact-center efficiency with Glia

PSECU Bringing Life to Virtual Assistants

PSECU, the largest credit union in Pennsylvania with 450K+ members and a digital-first delivery model, faced rising chat volumes and needed to boost contact-center efficiency without adding staff while ensuring members could self-serve routine questions and still reach a live agent easily. To address this, PSECU expanded its use of Glia, leveraging Glia’s Digital Member Service platform and AI Management capabilities.

PSECU deployed Glia’s AI-powered virtual assistant, Walter, trained from chat logs and agent input, with choice cards and seamless handoff to live MSRs. Using Glia, Walter was ramped from brief pilot hours to 12 hours/day (with a goal of 24/7), enabling 25% more chats to start with a bot, a 35% increase in bot-handled chats without live help, and saving MSRs about 5–6 minutes per self-serve interaction—letting PSECU handle rapid chat growth without adding headcount.

PSECU

Brad Heiser

Lead Manager