Case Study: Florida Credit Union improves member service with Posh Voice and Digital Assistants

Florida Credit Union - Customer Case Study

Florida Credit Union, a $1.9B financial institution, needed to replace its end-of-life bank-by-phone system. Their challenge was to enhance the overall member experience, provide 24/7 service, and free up agents for more complex tasks. They sought a partner who could provide a customizable conversational AI solution and chose to implement the Voice Assistant from vendor Posh.

Posh implemented its Voice Assistant, named Flora, to handle high-volume, low-value interactions and authenticate members over the phone. The solution achieved a 91% containment rate, handling over 30,000 calls per month and eliminating wait times. This success led to the addition of Posh's Digital Assistant for the website, which has handled over 87,000 digital interactions. The partnership with Posh allowed the credit union to provide accurate, 24/7 service and re-focus agents on higher-value engagements.

Florida Credit Union

Matthew Teoli

VP Digital Channels