Case Study: Associated Credit Union of Texas achieves 93% lower call abandon rates with Posh AI

After launching Posh's full suite, ACU of Texas managed a 93% decrease in call abandon rates, 97% call center approval rating + more

Associated Credit Union of Texas sought to provide more meaningful member support, but its call center agents were overwhelmed by a high volume of simple inquiries, consuming valuable resources and hindering in-depth conversations. To address this, the credit union chose to implement the conversational AI platform from vendor Posh, including its Digital and Voice Assistant products.

By deploying Posh's full suite of AI capabilities and introducing a virtual assistant named Ava, the credit union achieved significant results. Immediately after launch, Ava handled over half of all incoming calls and more than 60% of chats. This led to a 93% decrease in call abandon rates and slashed the average answer time from over four minutes to just 21 seconds, contributing to a call center approval rating jump from 83% to 97%.

Associated Credit Union of Texas

Mike Procenko

Member Experience Center Manager (Contact Center)