Case Study: FirstLight Federal Credit Union improves member service with Posh AI

FirstLight Federal Credit Union - Customer Case Study

FirstLight Federal Credit Union was struggling with significant member experience challenges, including a high volume of unanswered calls, long wait times, and an overwhelmed call center. To address this, they partnered with the vendor Posh to implement its conversational AI solutions: a Digital Assistant and a Voice Assistant named Luna.

Posh's solution, Luna, now serves as the first line of defense, providing 24/7 support on the website and over the phone. The measurable results were substantial, with Luna handling 70,000 digital chats with a 99% containment rate and 711,000 calls with a 52% containment rate, significantly improving member access and reducing wait times for FirstLight.

FirstLight Federal Credit Union

Andy Atkinson

Vice President, E-Services